Client Relations Retention Specialist (33008)

Choice Legal•Atlanta, GA

18d•$45,000 - $50,000•Onsite

About The Position

Choice Legal is seeking a detail-oriented Client Relations Retention Specialist to join their team. This role provides an additional layer of retention for clients, supporting operational success and client satisfaction. The specialist will liaunt with the sales team for onboarding and introduce/integrate operational procedures to new and existing clients. The schedule is Monday to Friday, 8 am to 5 pm EST.

Requirements

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.
Good understanding of the organization’s goals and objectives.
Highly self-motivated and self-directed.
Ability to absorb new ideas and concepts quickly.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Multi-tasking is essential as well as being able to adapt to change of work duties.
Qualified typist with a minimum of 45 W.P.M.
Able to stay focused and concentrate under normal or heavy distractions.
Ability to follow all company policies and procedures.

Responsibilities

Manage and develop client accounts to initiate and maintain favorable relationships.
Become a strategic partner working together to discover new opportunities to resolve issues and present solutions.
Build and maintain strong, long-lasting client relationships with paralegals, attorneys, and adjusters in conjunction with the customer service team.
Provide a dedicated resource to the client and senior management for escalations, research, and feedback.
Conduct audits and review data to proactively handle client expectations and alert operations of any gaps or potential issues.
Proactively monitor assigned client base to identify or prevent potential customer satisfaction concerns or order delays.
Contact clients by e-mail/phone to provide clear and concise explanations of order delays and reasons, and coordinate with the client on any additional information needed.
Ensure written communication fully explains each situation and may require modification of canned system statuses.
Utilize spell-check for grammar and spelling prior to forwarding any e-mail or status letter to a client.
Monitor and/or handle all Special Circumstance Orders (SCO’s) which require tight deadlines and special instructions outside of normal operational processes.
Offer support to Customer Service Specialist and 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.
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, or to offer ordering clients options for various entities they may want to Subpoena.
Monitor Work In Progress for ‘new’ & ‘sensitive’ client orders, utilizing all reporting tools in the system.
Perform other duties as assigned.