Client Services Team Lead

4 weeks ago


Grand Rapids, United States Law Offices Of David L Carrier P C Full time
Job DescriptionJob Description

Job Summary

The Client Services Team Lead is responsible for managing the day-to-day operations of our client service team, including distributing tasks and monitoring workflow.

Duties & Responsibilities

  • Manages and evaluates the workflow of the department and identifies any areas for process and procedure improvements.
  • Conducts weekly client service staff meetings to review policy/process changes as well as providing training on appropriate response to difficult/unique situations that arise during the course of work.
  • Manages client service and workshop coverage in all offices assuring appropriate staffing levels to accommodate clients, meetings, call volumes, and other client services.
  • Trains new client service staff members on departmental procedures using client services manual.
  • Keeps client services manual updated with procedural information and changes.
  • Keeps staff phone tree updated with demographic and procedural data.
  • Assists with planning monthly client events.
  • May take incoming calls and schedule client appointments.

Education and Qualifications

  • Minimum of three years of progressive problem-solving experience in a fast-paced customer/client service environment.
  • Ability to work effectively under pressure and respond to changing priorities while fostering a professional environment for clients and staff members.
  • Proven experience managing workflow processes to improve efficiency in a high call volume atmosphere.
  • Experience developing and implementing staff training programs and departmental procedures.
  • Excellent written and oral communication skills with the ability to motivate and encourage staff members to deliver outstanding client service.
  • Proficient in all Microsoft Office programs.
  • Experience with scheduling database software is a plus.

Essential Functions

  • Use of computer, mouse and keyboard


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