Remote Customer Service Specialist

Overview:

We are looking for detail-oriented and motivated candidates to join our growing team as a the Remote Customer Service Specialist (Internally known as Client Relations Specialist)

The primary objective of the Customer Service Specialist is to provide another layer of retention to the department that supports both Operations and client satisfaction. As well as build long-term rapport with ordering clients and guide their orders through the various operational processes to completion, while also assisting the department with client retention as a whole. 

The ideal candidate would take pride in strong customer service and communication skills.  If you are a naturally high producer with a strong sense of urgency, then this position might be for you.

This role is REMOTE for our Tomball, TX office, full time position with a standard work schedule Monday-Friday (standard hours).  It may be necessary to work overtime depending on business needs

• Respond to all client inquiries regarding updated status of orders by e-mail or phone, depending upon the client’s preference and/or 
• Written communication by the CRS should fully explain each situation and may require that “canned system statuses” be modified to expressly state the nature of a particular situation. Utilize spell-check for both grammar and spelling prior to forwarding any e-mail or status letter to a client.
• Review all cancellations and/or case settled orders for appropriate closing statement prior to routing to Production.
• Review all work orders received from the Retrieval Department.
• Monitor and/or handle of all Special Circumstance Orders (SCO’s) which require tight deadlines and special instructions, outside of normal operational processes.
• Provide support, direction and/or resolution on technical issues forwarded from the client.
• Compose and prepare confidential correspondence, reports, and other complex documents.
• Coordinate with all internal departments to ensure Customer Satisfaction expectations are achieved, i.e. forward needed documentation/instructions as needed.
• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena.
• Monitoring of Work in Progress for ‘new’ & ‘sensitive’ client orders, utilizing all reporting tools in the system.
• Assist with communication of new website registrations and demo requests to the appropriate Account Executives.
• Assist in coordinating with Account Managers to obtain specifications for Client Pilot programs and communicate specifications with the auditing department.

• Work with the Supervisor, Leads for Client Relations to review trend, high sensitive clients, and client issues that need to be addressed at a priority level.
• Run audits when appropriate to proactively address clients concerns.
• Assist in coordinating with Account Managers to obtain specifications for Client Pilot programs and communicate specifications with the auditing department.
• Work with Account Managers and department to insured communication is accurate to the client and the department.
• Help with break out client’s orders that need to be monitored on a priority, frequent basis.
• Assist with Onboarding process.

• Must have good understanding of the organization’s goals and objectives.
• Must be highly self-motivated and self-directed.
• Must have ability to absorb new ideas and concepts quickly.
• Must have good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Multi-taking is essential as well as being able to adapt to change of work duties.
• Must be a qualified typist with a minimum of 45 W.P.M.

• Must be able to stay focused and concentrate under normal or heavy distractions.
• 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.

WHO WE ARE:

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. Our singular focus is records retrieval and the most advanced technology solutions for our clients to manage, analyze and summarize those retrieved records. We are committed to continually raising the bar for cost effective record retrieval and more thorough analysis and summarization.

ABI 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.

ABI offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

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