Customer Service Specialist I

2 months ago

Tomball, United States ABIDSS, Inc. Full time

Overview:

Attention Customer Service professionals ABI is seeking a Customer Service Specialist to join the team in the Tomball, TX office.

The Customer Service Specialist's role is to respond to internal and external customer inqueries and to proactively contact clients to resolve outstanding issues. The primary objective of the Customer Service Specialist is to establish and build long-term rapport with order clients and to monitor and guide their orders through the various operational processes through successful completion, while provideing ongoing and timely communication updates for both internal and external customers.

The schedule for the role is Monday-Friday 8:00am-5:00pm.

Responsibilities:
  • Respond to all client inquiries regarding updated status of order(s), by e-mail or phone, depending upon the clients preference and/or the time-sensitivity of the order.
  • Log all client issue, contacts and resolutions into Footprints.
  • Proactively contact clients by e-mail/phone and provide clear and concise explanation to the client of any delays to orders and the reason(s) for the delay and coordinate with client on any additional information needed.
  • Written communication by the CSR should fully explain each situation and may require that canned system statuses be modified to expressly state the nature of a particular situation. Spell-check must be used for both grammar and spelling prior to forwarding any e-mail or status letter to a client.
  • Review all Certificates of No Records for validity and completion prior to routing to Billing.
  • Review all Cancellations and/or Case Settled orders for appropriate closing statement prior to routing to Billing.
  • Review all Objections and/or Motions to Quash for appropriate status and/or closing statement prior to routing to Billing.
  • Review all Work orders received from the Retrieval Department for reason of Facility Non-Compliance and ensure that all procedures were followed to allow closure, prior to routing to Billing.
  • Monitoring and/or handling of all Special Circumstance Orders (SCOs) which require tight deadlines, special instructions, etc., outside of normal operational processes.
  • Offer phone support to ABI Account Executives as needed.
  • Provide Support, direction and/or resolution on technical issues/cases as logged in Salesforce by Account Executives.
  • Compose and prepare confidential correspondence, reports, and other complex documents.
  • Create and maintain database(s) and spreadsheet files, including reviewing Salesforce to assist in identifying possible leads and/or issues.
  • Update, maintain and distribute national carrier rollout documentation; including carrier lists, defense firm lists, house counsel lists, notification letters, etc.
  • Other duties as assigned.


Qualifications:

Educational and/or 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.

Skills and Abilities

  • Good understanding of the organizations goals and objectives.
  • Proficiency at typing; preferred level of at least 45 wpm.
  • 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.
  • Excellent telephone etiquette, written, interpersonal and organizational skills.
  • Bi-lingual English-Spanish a plus.

WHO WE ARE:

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. Our singular focus is records retrieval and the most advanced technology solutions for our clients to manage, analyze and summarize those retrieved records. We are committed to continually raising the bar for cost effective record retrieval and more thorough analysis and summarization.

ABI is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.

ABI offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

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