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    Client Services Team Lead - Grand Rapids, United States - Law Offices Of David L Carrier P C

    Law Offices Of David L Carrier P C
    Law Offices Of David L Carrier P C Grand Rapids, United States

    1 week ago

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    Description

    Job Description

    Job Description

    Job Summary

    The Client Services Team Lead is responsible for managing the day-to-day operations of our client service team, including distributing tasks and monitoring workflow.

    Duties & Responsibilities

    • Manages and evaluates the workflow of the department and identifies any areas for process and procedure improvements.
    • Conducts weekly client service staff meetings to review policy/process changes as well as providing training on appropriate response to difficult/unique situations that arise during the course of work.
    • Manages client service and workshop coverage in all offices assuring appropriate staffing levels to accommodate clients, meetings, call volumes, and other client services.
    • Trains new client service staff members on departmental procedures using client services manual.
    • Keeps client services manual updated with procedural information and changes.
    • Keeps staff phone tree updated with demographic and procedural data.
    • Assists with planning monthly client events.
    • May take incoming calls and schedule client appointments.

    Education and Qualifications

    • Minimum of three years of progressive problem-solving experience in a fast-paced customer/client service environment.
    • Ability to work effectively under pressure and respond to changing priorities while fostering a professional environment for clients and staff members.
    • Proven experience managing workflow processes to improve efficiency in a high call volume atmosphere.
    • Experience developing and implementing staff training programs and departmental procedures.
    • Excellent written and oral communication skills with the ability to motivate and encourage staff members to deliver outstanding client service.
    • Proficient in all Microsoft Office programs.
    • Experience with scheduling database software is a plus.

    Essential Functions

    • Use of computer, mouse and keyboard
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