Client Resolution Expert

2 weeks ago


Houston, Texas, United States Legalease Inc Full time

Benefits:
401(k)

Competitive salary

Dental insurance

Employee discounts

Health insurance

Paid time off

Training & development

Vision insurance

Wellness resources

Job Title:
Customer Escalation Support Specialist


The Customer Escalation Support Specialist is a pivotal role focused on addressing escalated member concerns through phone and email communication. This position caters to members who have expressed grievances or sought external resolutions for their issues.

This role necessitates direct interaction with our members, legal representatives, and various internal teams to ensure swift resolutions and exemplary customer service.

This is a hybrid position that requires both in-office presence and remote work capabilities. Responsibilities include case management, timely follow-ups, and light reporting.

Duties and Responsibilities:
Deliver responsive service for all clients with complaints, inquiries, or complex escalated matters.

Examine, investigate, and address concerns positively and constructively, aiming for early resolution of issues.

Assist with inquiries and requests in accordance with established operating procedures.

Engage with legal representatives to clarify benefits, negotiate terms, and resolve obstacles.

Collaborate with multiple departments to eliminate barriers for members.

Reach out to members to provide attorney information and follow up on case developments.

Address payment inquiries.

Proactively engage with complainants to comprehend their concerns and manage expectations.

Work alongside colleagues from other teams to gather necessary information for complaints and inquiries.

Complete promised follow-up actions to resolve issues for clients promptly.

Support the identification and dissemination of lessons learned from complaints for service enhancement.

Assist clients on an ongoing basis where a need for this is identified.

Skills:
Ability to thrive in a flexible and customer-focused team environment.

Adaptability to evolving processes and workflows.

Exceptional customer service abilities.

Strong written and verbal communication skills.

Capability to convey complex information clearly and succinctly.

Good numerical skills.

Ability to manage client communications and expectations effectively.

Skill in tailoring assistance for vulnerable clients.

Capacity to identify areas for service and process enhancement.

Excellent information gathering and analytical skills.

Ability to coordinate work to meet time and quality standards.

Proficient computer skills, including Microsoft Office applications (Word, Excel, Outlook, Teams).

Experience:
2+ years of experience in managing customer escalations or customer retention (required).

Bilingual capabilities are a plus.

Strong conflict resolution and de-escalation skills.

Experience managing a high volume of customer escalations.

Ability to think critically and creatively to address customer concerns.

Comfortable working in both remote and office environments.

Bachelor's Degree preferred.

Flexible work-from-home options available.

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