Client Contact Supervisor

Lexicon Services • Town and Country, MO

13d • Hybrid

About The Position

The Client Contact Supervisor is responsible for overseeing initial client interactions (client intake) to ensure a high level of satisfaction and successful client acquisition. This role includes leading a team of client contact representatives, ensuring acquisition goals and objectives are met, ensuring client needs are satisfied, and an overall high level of customer satisfaction is achieved.

Requirements

• Associates degree of a related field.
• 2-3 years in a supervisor or manager role.
• 3 years in a call center, client engagement, professional services customer service, or other service-based industry.
• Strong verbal communication skills, especially over the phone
• Ability to build rapport quickly and guide conversations effectively
• Basic computer proficiency, including typing and email communication

Nice To Haves

• Bachelor of Business Administration or a related field is preferred.
• Legal intake experience
• Experience with a CRM (SalesForce) or SmartAdvocate is a plus
• Experience with SharePoint and all MS products is preferred

Responsibilities

• Hire, train, lead, mentor, and support a team of client contact representatives, providing training and setting performance goals.
• Fill in on client calls and bookings when needed.
• Implement strategies to proactively improve client acquisition rates and overall client satisfaction.
• Plan and evaluate department policies, processes, priorities, and performance goals.
• Act as a liaison with senior level management and other department managers by developing productive, collaborative relationships and utilizing clear and effective communication.
• Perform administrative work (system changes, attorney calendar/availability, staffing coverage).
• Manage team schedule (creation of schedule start and end times, breaks and lunches).
• Serve as day-to-day go-to person for team questions, training, and focused coaching.
• Provide leadership, disciplinary coaching and mentoring to team members using our core values.
• Provide timely feedback and complete performance reviews for all assigned team members.
• Review and approve timesheets and time off requests for team members.
• Manage performance discussions and conversation notes in the HRIS.
• Submit personnel action forms for employee changes, bonuses, and departures in the HRIS.

Benefits

• Industry-Leading Health Coverage: Access to top-tier health, dental, and vision insurance plans, ensuring you and your family stay healthy and protected.
• Financial Security: Enjoy peace of mind with life insurance, as well as both short-term and long-term disability coverage.
• An Investment in Your Future: Our competitive 401(k) plan with company match, helps you plan ahead, with opportunities to build and grow your retirement savings.
• Flexible Spending Options: Take advantage of flexible spending accounts (FSA/HSA) to cover out-of-pocket medical, dental, and childcare expenses with pre-tax dollars.
• And So Much More: From wellness programs to additional perks, we go above and beyond to create a workplace that values and supports you every step of the way.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree