Customer Satisfaction Specialist (Remote - Texas)

• Posted : 11 months ago

Summary

The Quality Assurance (QA) Lead will work closely with Leadership, Case Managers, and Vendors to optimize client onboarding and pre-litigation processes. This individual will be responsible for providing critical support to new clients and ensuring they are properly cared for throughout the process. They will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the process as needed to improve the overall client experience.

Position Starts at $18.00-$20.00 hourly.

This is a full-time position.

Job description

At Sneed & Mitchell, the work we do matters, which is why this position exists, we care immensely about our clients, and providing unmatched care and attentiveness is our priority. For thousands of Americans, we’re their last line of defense against insurance companies and large corporations or dangerous products. From attorneys to client support staff, and creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for our clients.

Responsibilities

• Aid in client onboarding and work to continue to increase the level of care our clients are provided during the life of their cases
• Monitor external and internal messaging interactions to assess customer service performance
• Assist in client communications to ensure a clients are provided a seamless process
• Work closely with management to drive CTAT by maintaining and developing quality standards for client interactions and internal processes
• Discuss and explain feedback with attorneys in regular meetings, accompanying work evaluations with meaningful and constructive feedback to
• Improve the teams ability to effectively communicate with clients and accurately process case work and documentation
• Lead calibration sessions to maintain consistency in internal evaluations
• Create reports that reflect the quality of the overal performance and regularly report the team’s performance to management

Qualification

• High school diploma or GED is required; college preferred
• Ability to communicate effectively with clients
• Used to adapting in an ever-changing environment and handling multiple priorities
• Excellent oral communication with an outgoing personality
• Able to multitask and learn quickly
• Must thrive in a team environment
• Reliable and dependable
• Excellent comprehension and critical-thinking skills
• Ability to type at least 50 WPM with excellent writing skills while navigating through multiple software applications
• Strong written and verbal communication skills, as well as attention to detail

Benefits

Sneed & Mitchell LLP is a personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.

For full-time employees, we offer an excellent benefits package including:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid time off
• Paid holidays.

Job highlights

• Ability to communicate effectively with clients
• Used to adapting to an ever-changing environment and handling multiple priorities
• Excellent oral communication with an outgoing personality
• Able to multitask and learn quickly
• Must thrive in a team environment
• Reliable and dependable
• Excellent comprehension and critical-thinking skills

Ability to type at least 50 WPM with excellent writing skills while navigating through multiple software applications

Responsibilities

• Resolving client issues in a professional manner
• Scheduling appointments for our investigators
• Accepting inbound calls and placing outbound calls

Once you have provided the free consultation, and it is determined we are able to help the client, you will obtain signed retainers via email or text.

Equal Opportunity Statement

Sneed & Mitchell provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

Job Type: Full-time

Skills

• customer service
• communication
• client experience
• feedback