Title: Legal Client Services Supervisor
Job #: 9414-1
Location: 100% remote
Duration: 1+ year contract
Job Description: Top 3 Required Skills: What are the top 3-5 skills you're looking for in candidates?
•Critical thinking, especially for data analysis
•Positivity, compassion, and humor
•Concise communication
•Rapid responsiveness
•Humility, willingness to acknowledge error and grow from their mistakes
Summary
This position supervises the daily operations of the Project Attorneys/Specialists in Client Services. Through leadership, training and development of Project Attorneys, this position will ensure client requirements are achieved and resources are maximized to their full potential. A successful supervisor always has our client's interests in mind by ensuring escalations are addressed quickly, appropriately and that consumer-facing discussions are effective and handled with empathy. Additionally, this position will coordinate with internal project team members to supervise other case-specific activities supporting quality assurance and critical client requirements.
Job Responsibilities
• Supervise the daily performance of Project Attorneys to ensure a high level of productivity, quality, and customer satisfaction. Provide a positive climate for optimum employee performance.
• Monitor daily employee performance in relations to accepted call quality standards; instruct and communicate standards to staff. Take action accordingly to ensure adherence and or improvement.
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard; provide feedback to the Project Attorneys and assist the Project Manager in gathering scores and call details for the client.
• Maintain proficient understanding of company policies and procedures, department goals, and business plan. Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service. Provide continued evaluation of processes and procedures.
• Workforce Management: Ensure team is adhering to their schedule, time entries are accurate, and workforce is utilized appropriately.
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management. Ensure communication is established between all parties. Develop and maintain good working relationships with other departments to meet customer and employee needs.
• Update scripting/procedure changes in our knowledge base as needed.
• Support Project Manager as needed with project tasks either directly or through delegation, including UAT, data analysis, diagnosing system issues, customer relationship support, and other requests as needed.
• Must be available to support customer/claimants directly via phone interactions.
Qualifications
• Bachelor's degree in Communications, Business Management, or Human Resources. Legal field experience preferred but not required (could be substituted by relevant job experience).
• Strong communication skills and experience in customer and client service.
• Must have strong experience in the areas of staff development and direction, training, quality assurance, active/effective listening and document preparation.
Pre-Employment Requirement
All employment offers are contingent upon successful completion of our pre-employment screening that may include drug testing, background/criminal check, and if applicable, must meet eligibility requirements for access to classified information.
APR Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
About APR Staffing
APR Staffing was born from the merger of two well-respected technical staffing firms in Portland. ieSolutions, founded in 2002, enjoyed an impressive reputation as one of the largest locally-owned and most respected technical staffing companies. Professional Resource Group, aka Data Resource Group, founded in 2009, also earned regional acclaim for being a fast-growing and highly-motivated professional staffing agency. Both companies have been recent award winners for the Portland Business Journal's Fastest-Growing Private Companies. The two firms, now as APR Staffing, make for one of the fastest-growing and most-respected professional and technical staffing companies in Oregon and Southwest Washington.
Collaborating with our customers, we augment their workforce with technical and administrative professionals. We provide only high-caliber, professional-grade resources throughout the Pacific Northwest.
