Manager, Customer Service at ABI Document Support Services

Tampa, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Mar, 26

Salary

55000.0

Posted On

18 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Analytical Skills, Strategic Planning, Compliance, Training, Communication, Project Management, Medical Billing, Legal Knowledge, Insurance Claims, Multi-tasking, Microsoft Office, Excel, Team Management, Performance Evaluation

Industry

Legal Services

Description

Job Details Job Location: Tampa, FL 33610 Position Type: Full Time Salary Range: $50,000.00 - $55,000.00 Salary/year Choice Legal is looking for a Manager, Customer Service to join our team onsite! The primary objective of the Manager, Customer Service is to oversee the daily operational workflow to ensure all clients’ needs are handled timely, professionally, and according to legal requirements and company policies. The Manager, Customer Service will utilize detailed problem solving skills in order to provide improvement opportunities for all staff and summarize recommendations to the supervisory team for proper implementation. The Manager, Customer Service is also responsible to monitor the development and progression of each department head, and overall staff, while reporting all developments directly to the Sr. Director of Operations by utilizing analytical skills and with an understanding of expected order progression. In doing so, the Manager, Customer Service will be able to identify control weaknesses and address trending issues that may arise. This role will be critical to executive management in the ability to foresee or predict risks that can ultimately weaken the company to reach its monthly and/or annual revenue goals. The schedule is Monday to Friday 8am-5pm. ESSENTIAL JOB FUNCTIONS • Work with internal and external resources to gain critical understanding of business operations and systems. • Collaborate with department heads on strategic planning to better serve the company’s needs. • Document business processes, training procedures and standard operating procedures. • Communicate process and/or procedural changes to department heads as dictated per business requirements. • Prepare reports to support conclusions and provide possible resolutions/recommendations in accordance with company standards. • Ensure compliance with applicable policies, procedures, and internal controls are being maintained. • Report monthly productivity numbers to Director through accurate and consistent maintenance of company reporting systems and dashboards. • Maintain quarterly reviews of staff and department heads to ensure applied changes are being complied with, and provide any necessary follow up reports of uncorrected problem areas. • Assist in designing tools and models (Excel, PowerPoint, etc) that support and compliment the Operations’ Branch of organization, performance planning, and developmental processes. • Attend and participate in management and/or cross-divisional meetings. • Handle high level escalations involving reviewing data and identifying trends and opportunity. • Examine client order data and use them to improve customer service with client at a high level. • Perform all other duties as assigned. ESSENTIAL MANAGERIAL RESPONSIBILITIES • Carrying out all responsibilities in accordance with the company’s standards, policies, and all applicable employment laws. • Managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards. • Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary. • Overseeing the completion and approval of employee timecards and coordinating overtime needs with management and staff as needed. • Actively participating in the department’s staffing requirements including hiring, onboarding, and separating of employees. • Creating and implementing plan to meet department’s goals and metrics based on workload and client needs. • Communicating change effectively and supporting those affected by change. • Managing insubordinate staff when warranted and initiating coaching or corrective actions as required and/or directed by upper management. • Evaluating staff needs and performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations growth opportunities to management. • Actively participating and successfully conducting annual performance evaluations. Qualifications Education and/or Experience High school graduate and/or GED equivalent or equivalent job experience (at least five years’ experience as a business or sales analyst and/or auditor). Some college desirable but not required. QUALIFICATIONS • Must demonstrate strong understanding of the organization’s goals and objectives. • Must be knowledgeable with Discovery Laws and state Evidence Codes. • Must have prior technical and/or professional experience managing complex projects simultaneously, in addition to experience in strategic planning. • Must have prior work experience in medical-billing, legal, or insurance claims office. • Must demonstrate self-motivation and self-direction. • Ability to absorb new ideas and concepts quickly. • Must demonstrate strong analytical and problem-solving abilities. • Ability to learn, understand, and evaluate the needs of each client. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Must demonstrate understanding of the internal processes of medical facilities and med-legal terminology. • Must be able to multi-task and be able to adapt to change. • Must be proficient in multiple software programs, including but not limited to Microsoft Office, with the ability to navigate Excel (formulas, spreadsheet design, etc). • Must be a qualified typist with a minimum of 40 W.P.M. • Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time. Choice Legal is a successful, growing, medical records retrieval company in the Tampa Bay area. We work closely with attorneys to obtain records for legal purposes. Choice Legal is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws. Choice Legal offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k. Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

Responsibilities

The Manager, Customer Service is responsible for overseeing daily operational workflows to ensure client needs are met in a timely and professional manner. This includes monitoring department heads, reporting developments, and identifying control weaknesses.