Get new similar jobs by email for
Call Center Customer Services ...
DAN NEWLIN & PARTNERS
Job Title: Client Services Representative
Job Code: 5060
Prepared By/Date: DJM, 06/30/11
Job Family: Legal Support
Reviewed By/Date: DN, 08/06/11
Position Reports To: Dept. of Administrative-Special Services, Client ServicesManager
EEO Code: N/A
Pay Band: 002
WC Code: 8820
FLSA Status: Non-Exempt
PLEASE READ JOB DESCRIPTION FOR MINIMUM QUALIFICATIONS AND JOB DUTIES
BILINGUAL STRONGLY PREFERRED
Responsible for work that primarily involves interaction with potential and actual firm clients. A majority of the work is accomplished using telephone communications and database software simultaneously,by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answer inbound calls within the call center dealing with many diverse issues involving clients and non-clients.
Interviewcallers regarding potential cases by answering questions relating to personal injury issues.
Simultaneously use database software in researching, entering or editing information while engaged in performing telephone interviews.
Upload data on new clients by creating a new case file and populate required fields.
Create an appointment for a new client to meet with a field investigator.
Forward all new appointment schedules to field investigators in order for them to prepare their next day’s business.
Assist new clients with doctor referrals, appointments and transportation needs for necessary treatment.
Routinely answer questions and research data for clients, treating medical personnel, or insurance adjusters.
Forward calls to firm personnel or voice mail when clients are unable to direct dial their internal contact.
Assist in attempting to resolve concerns the client may have regarding their case by forwarding them to the proper personnel.
Answers questions about the firm and provide callers with the address, directions and other information.
Maintain a knowledgeable understanding of current practices andregulations through in-service training and apply those changes as required.
Maintain confidential and sensitive information.
This position has no supervisory responsibilities.
This position has no training responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION and/or EXPERIENCE
One year of college or technical school; and one (1) yearof related experience in a call center work environment, positions demonstrating highly effective multi-tasking capabilities, or a position that demonstrates effective organizational and communication skill sets, required; or equivalent combination of education and experience.
Must be able to comprehend and communicate fluently in verbal and written English. Ability to read, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of the firm. Bilingual in Spanish and English strongly preferred.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Must have above average computer skills to include e-mail, Internet, word processing, spreadsheet and database applications.
CERTIFICATES, LICENSES, REGISTRATIONS
None are required.
OTHER SKILLS AND ABILITIESOR REQUIREMENTS
Must be able to multi-task within a fast pace environment while conversing on the telephone and performing data entry into database application. Vision is required, with or without corrective lenses, in order to view and read computer screens and telephone interface displays. Must be at least 18 years of age.
The physical demands described here are representative but not inclusive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be considered to individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feeland talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand, climb or balance; stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations can be considered to enable individuals with disabilities to perform the essential functions.
Work is generally performed in a standard office setting. The noise level in the work environment is usually moderate.
Page 3 of 3