Client Scheduling Manager

1 week ago

Poughkeepsie, New York, United States VERITEXT LLC Full time
Veritext is the global leader in legal litigation and deposition solutions providing the most skilled court reporters, advanced technology and unparalleled service to help our clients achieve successful outcomes anytime and anywhere

Overview:

Providing our clients with exceptional service is the foundation of our business.

In
Client Scheduling, your team is responsible for scheduling meetings and depositions, responding to inquiries and providing our clients with state-of-the-art products and services that will meet their needs.

Managers oversee all aspects of deposition scheduling by the Client Scheduling team, creating a positive experience for clients and subcontractors prior to proceeding taking place.


What you'll do:

  • Work collaboratively with Veritext colleagues, exhibiting Veritext Values
  • Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner
  • Communicate necessary information timely, accurately and effectively; report incidents to management
  • Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role
  • Take ownership of your work; followthru until final resolution
  • Understand Veritext products and services, their value and commensurate fees
  • Resolves issues and escalate as needed to ensure prompt and accurate resolution; assist clients in various requests
  • Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
  • Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc.
  • Recommend and implement improvements in process and procedures
  • Understand Company targets and strive to meet and exceed
  • Participate and absorb all trainings including Veritext University, Summer Camp, inperson development sessions, etc.
  • Schedule depositions ensuring complete, accurate and consistent information
  • Understand the nuances of depo notices and upload to Vision; be able to discern client needs from notices and react to needed (but not stated) requirements to ensure depo proceeds smoothly
  • Ensure complete, accurate and consistent information
  • Follow Standard Data Entry Rules
  • Understand Location of all parties and how all parties will connect to deposition, whether in person, remote or a combination of the two.
  • Monitor and assign phone volume, performance and readiness of regional Client Scheduling team
  • Track _Operational Excellence_ metrics and communicate with team on performance
  • Closely monitor Case setups and assignments and enforce Profile and Case Standing order entry and compliance by members of the Client Scheduling team
  • Train and educate Client Scheduling team on Order Entry for services, including but not limited to:
  • Court Reporter and/or Videographer
  • Remote or inperson locations and the appropriate services that go with each
  • Exhibit management requirements
  • Communicate professionally with clients, subcontractors and staff to ensure proper execution of all aspects of upcoming jobs are met
  • Offer assistance and mentorship to Client Scheduling team by communicating via 8x8 chat, holding weekly checkins and in person assistance
  • Act as an escalation point of contact within the team for client issues
  • Perform performance reviews, coaching and disciplinary action as necessary
  • Exhibit an expertlevel knowledge and familiarity with client and reporter questions and be able to independently solve more complex scheduling questions
  • Assist in development and planning of training and support to new staff members on Client Scheduling specific tasks
  • Work directly with Client Services Manager, Assigning Manager and VP of Operations to create optimal workflow, schedules and collaboration within the department
  • Assist in regional and national projects for developing best practices in Client Scheduling related activities

Who you are:

  • Minimum of 5+ years relevant experience
  • Prior knowledge of/experience working in the Legal industry preferred
  • Proficiency in MS Office required
  • Must possess excellent written and verbal communication skills
  • Customer service oriented with strong interpersonal skills
  • Dedicated professional with the ability to respond to requests promptly and accurately
  • Must be detail oriented, organized and be able to multitask
  • Proactive and motivated with strong problem solving and follow up skills

Benefits:

  • Competitive compensation and total rewards package
  • Comprehensive medical, dental and vision insurance
-
Hybrid work structure (two days in the office, three days working remotely)

  • Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)
  • Matched 401(k) to help you save for your future
  • Pet insurance to help your pet(s) live a long and happy life
  • Flexible Spendin

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