Customer Service Specialist I

SUMMARY

The Customer Service Specialist's role is to respond to internal and external customer inquiries and to proactively contact clients to resolve outstanding issues. The primary objective of the Customer Service Specialist is to build long-term rapport with ordering clients and guide their orders through the various operational processes to completion. The Customer Service Specialist should provide ongoing and timely communication updates for both internal and external customers.

ESSENTIAL JOB FUNCTIONS

• Respond to all client inquiries regarding updated status of orders by e-mail or phone, depending upon the client's preference and/or the time-sensitivity of the order. Log all client issue, contacts and resolutions into the system.

• Proactively monitor assigned client base to identify or prevent a potential customer satisfaction concern or order delay. Contact clients by e-mail/phone to provide clear and concise explanations to the client of any delays to orders and the reasons for the delay as well as coordinate with the client on any additional information needed.
• Written communication by the CSR 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 for validity before contacting the client.
• Review all work orders received from the Retrieval Department for reason of facility non-compliance and ensure that all procedures were followed to allow closure, prior to routing to Production.
• Monitor and/or handle of all Special Circumstance Orders (SCO's) which require tight deadlines and special instructions, outside of normal operational processes.
• Offer support to ABI Account Managers as needed.
• 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.
• Maintain customer accounts by identifying and analyzing customer needs to achieve satisfaction.
• 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.
• Perform other duties as assigned.

Level II

• 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.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

High School Diploma or equivalent required. Prior work experience in a legal services environment, insurance claims office, or Customer Service/Sales. Familiarity with med-legal terminology and HIPAA requirements.

Certificates, Licenses, Registrations

No specific requirements.

ESSENTIAL COMPETENCIES

QUALIFICATIONS

• 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.

LANGUAGE/COMMUNICATION SKILLS

• Ability to read, analyze and interpret common correspondence and records.
• Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.
• Ability to respond appropriately and professionally to all inquiries or complaints from customers, regulatory agencies, upper management, and/or members of the business community.
• Ability to speak on the phone and have excellent telephone communication skills, bilingual a plus.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position generally consists of:

• Ability to work at a desk or similar office-type furnishings up to 8 hours a day or longer as required by business needs.
• Ability to operate a computer up to 4 hours at a time.
• Ability to travel to different floors of the office or other locations.
• Occasionally lifting and/or carrying up to 40 lbs.
• Occasionally pushing/pulling up to 40 lbs.
• Occasionally subject to bending, squatting or twisting.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The office environment is fast paced, active with voice levels and interruptions that may challenge concentration.
• Weekly work flow and month end expectations may require extended hours.