Customer Service & Document Specialist Support Lead

  • Free
  • Published date: May 9, 2022
    • Washington, United States

Customer Service & Document Specialist Support Lead must manage a team of employees. Process orders, modifications, and escalate complaints across several communication channels, high level customer complaints and provide immediate resolution from disputes. Communicates company goals, safety practices, and deadlines to team. Motivates team and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and customer service & document specialist support staff. Implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service & document specialist support lead must have excellent communication and leadership skills to supervise the team and support the business’ improvement plans. This position reports to Chief Executive Officer.
PRIMARY DUTIES AND RESPONSIBILITIES (including but not limited to):
Supports KCLDP management team and performs management duties when the management team is absent or out of office.
Assists management with hiring processes and new legal secretary training
Answers legal secretary questions, helps with legal secretary problems, and oversees legal secretary work for quality and guideline compliance.
Communicates deadlines and assignment goals to customer service & document support specialist.
Knowledge of client prices, products, services, company policies, mission and values to encourage efficiency and consistency when translating mentioned information to clients.

Develops strategies to promote legal secretary adherence to company regulations and performance goals. Conducts legal secretary to update members on best practices and continuing expectations.
Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
Answering or making calls to clients to learn and address their needs, complaints, or other issues with products or services.
Utilize CosmoLex to track, record and manage customers’ inquiries.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Building lasting relationships with clients and other call center members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Making sales or recommendations for products or services that may better suit client needs.
Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures.
Education: must hold a high school diploma, GED. Certification in customer service and a legal secretary certification a plus but not a must.
Experience: one to two years of experience in active listening, verbal, and written communication skills, professional phone voice, document preparation, legal research, legal writing and legal communication. Create an inspiring team environment with an open communication culture. Set clear team goals. Delegate tasks and set deadlines. Oversee day-to-day operation. Monitor team performance and report on metrics.

Skills: Ability to ask prying questions and diffuse tense situations. Strong time management and decision-making skills. Adaptability and accountability. Sales Skills, Strong Relationship
Building, Customer Service and Legal Secretary Skills.
Education/Training: Will provide Customer Service and Legal Secretary training and certifications. Licenses: Valid, insurable driver’s license.
Physical Qualifications: Sitting, standing, talking, hearing, reading, math, lifting 20 lbs.

Reference : Customer Service & Document Specialist Support Lead jobs

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