Associate Customer Service Manager

1 month ago

Chicago, United States Law Bulletin Media Full time

** Associate Customer Service Manager - Legal Calendaring**

** Law Bulletin Media Chicago, Illinois, United States**

** Posted 3 weeks ago**

Full-time

Legal

Customer Service

Management

Legal Services

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Law Bulletin Media Chicago, Illinois, United States

Associate Customer Service Manager - Legal Calendaring

Law Bulletin Media Chicago, Illinois, United States

Associate Customer Service Manager - Legal Calendaring

Law Bulletin Media Chicago, Illinois, United States

This company is an Equal Opportunity Employer. Please complete this information to assist us in complying with equal opportunity and/or affirmative action requirements, including recordkeeping and reporting requirements. Providing this information is voluntary. Refusal to provide this information will not result in any adverse treatment. Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, family care status, military caregiver status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws. This company makes reasonable accommodations for disabled applicants and employees. This information form will be kept in a confidential file separate from your employment application. This company is an Equal Opportunity Employer. Please complete this information to assist us in complying with equal opportunity and/or affirmative action requirements, including recordkeeping and reporting requirements. Providing this information is voluntary. Refusal to provide this information will not result in any adverse treatment. Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, family care status, military caregiver status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws. This company makes reasonable accommodations for disabled applicants and employees. This information form will be kept in a confidential file separate from your employment application.

+ A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs.

+ A person who was discharged or released from active duty because of a service-connected disability.

Associate Customer Service Manager - Legal Calendaring

Law Bulletin Media Chicago, Illinois, United States

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**Currently, all employees are working remote and our current return to work plan is to return on January 17, 2022 in a hybrid situation. We will let staff know 30 days in advance of this date if we extend this date out.**

JuraLaw is the most technologically advanced national web-based legal calendar management system. It protects law firms from missed court dates and deadlines, the single most common cause of legal malpractice claims.

The JuraLaw Associate Customer Service Manager role is well suited for someone with experience in the legal industry who has extremely high attention to detail, organizational ability, and passion for working with people. If you are hard-working, empathetic and solutions oriented, this job is for you.

Responsibilities:

**Customer Support**

* Provide personalized customer support to JuraLaw customers

* Assist JuraLaw clients with onboarding, new hire, and ongoing training.

* Troubleshoot complex, non-routine technical issues with JuraLaw Subject Matter Experts (SME), IT and customers IT resources when needed.

* Review and confirm the success of daily court data loads.

* Consult on how to establish successful docketing procedures in law firms.

**Team Success**

* Work with manager to provide training, coaching and support of Customer Service Representatives & Account Managers, including annual reviews.

* Work with Account Executives and Account Managers create account retention plans.

* Help resolve outstanding customer questions and requests as escalated from team members

* Become a subject matter expert on JuraLaw products and applications as well as docketing, if not already.

* As part of the SME team, participate in daily meetings where team assignments, product issues, customer feedback and new feature requirements are addressed.

* Understand the roles of team members and work with manager to effectively delegate workload and provide email and phone coverage.

* Maintain accuracy of team resources and training materials

* Provide customer service representatives and account managers as well as account executives with new feature training.

* Act as a backup for Operation Managers billing responsibilities.

**Quality Control**

* Review customer service processes, CRM notes and customer trends to drive best customer service possible.

* Review and respond to customer reviews and feedback surveys.

* Work with Quality Assurance team to test new features and reports prior to release.

* Monitor outstanding work requests to insure they are resolved in a timely manner.

**Succession Planning**

* Prepare to step into the Customer Service Manager role.

**Education & Experience:**

* Bachelors Degree

* At least 1-3 years experience in the legal industry in a docketing or litigation paralegal position.

* At least 1-3 years in an interactive customer facing service role, preferably for a web-based product

* At least 2-3 years of proven supervisory/ management abilities

**Competencies**

* Highly effective communication, attention to detail and organizational skills

* Familiar with using court data and court rules to determine court dates and deadlines.

* Expert knowledge of Microsoft Office products, especially Excel; familiar with CRM such as Salesforce; experience using an online docketing system.

* Advanced analytical skills in problem solving

* Familiar with web-based technologies and able to troubleshoot basic technical issues

* Ability to prioritize, handle multiple tasks and work under pressure in a team environment.

**Perks & Benefits:**

* Career development opportunities

* Competitive pay and benefits

* Casual dress when not meeting with clients

* Youll be joining a family-owned business that has been in existence since 1854, which treats its employees like extensions of that family

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