Job Description
Job Type
Full-time
Description
The Client Services Manager is responsible for overseeing the Client Services department and upholding the core company value of impeccable customer service. The position requires a versatile individual with a strong leadership and customer-service background, great attention to detail and excellent verbal and written communication skills. It is a fast-paced working environment so they must be motivated, organized and work well under pressure. The Client Services Manager must possess a positive attitude with empathy and excellent negotiating and compromising skills. This position requires the ability to decisively act in important situations using discretion and independent judgment, easily grasp concepts, and solve problems in a professional and timely manner.
CLIENT SERVICES MANAGER ESSENTIAL FUNCTIONS: - Lead and direct staff to ensure the department is operating efficiently and providing impeccable and timely customer service to clients, resources and colleagues.
- Oversee daily operations and analyze workflow to meet priorities and objectives of department.
- Conduct hiring, training, and performance management to ensure staff competency and achievement of department goals; develop team members through coaching, career development mentoring, and motivational techniques.
- Track performance levels and generate monthly metric reports.
- Conduct annual employee performance reviews and monthly check-ins.
- Develop training curriculums and hold training sessions. Conduct monthly department meetings.
- Formulate and carry out departmental policies and operating procedures.
- Review and approve timesheets and PTO requests. Regularly monitor OT.
- Plan for fluctuations in staffing to ensure adequate department coverage.
- Collaborate with other managers to improve communications, increase efficiency, and foster cross team partnerships.
- Initiate and implement programs and technology advancements to improve service levels and overall operational efficiency.
- Ensure all phone calls and emails are responded to promptly and that the team is consistently demonstrating PD's commitment to impeccable customer service.
- Establish a rapport with clients, court reporters, videographers, interpreters and vendors by demonstrating expertise, empathy and a "can-do" attitude.
- Regularly communicate with other department managers to implement special requirements for high-profile cases.
- Investigate and resolve significant client issues.
- Monitor all post-job issues reported by clients and resources and work together with other departments to develop long-lasting solutions. Communicate escalated client disputes to Client Relations department.
- Foster a cohesive team environment and plan for team bonding events, interdepartmental events, and fun activities to highlight PD Core Values.
- Handle urgent after-hours/weekend inquiries as needed.
- Other duties as needed.
CLIENT SERVICES MANAGER LOCATION: Fully Remote
CLIENT SERVICES MANAGER SHIFT: 9:00am - 5:00pm EST Monday-Friday
CLIENT SERVICES MANAGER COMPENSATION: $70,000 - $80,000 annually
Requirements
- Bachelor's Degree preferred and proven ability to lead a team with at least 3 years of previous management experience in a customer service industry.
- Analytical and problem-solving skills, decision-making skills, good judgment and flexible work schedule.
- Must have a customer-service background, with great attention to detail and excellent verbal and written communication skills.
- Accounting/Financial/Economic background preferred.
- Must be motivated, organized, and work well under pressure.
- Must be able to work well without direct supervision.
- Must have a strong sense of urgency and ability to prioritize.
EOE M/F/D/V
Salary Description
$70,000 - $80,000 annually
Job Tags
Full time, Immediate start, Flexible hours, Shift work, Weekend work, Monday to Friday,