Customer Service Specialist I

• Respond to all client inquiries regarding updated status of order(s), by e-mail or phone, depending upon the client’s 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 (SCO’s) 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.

Customer Service Specialists come from all different backgrounds including Customer Service roles, sales support, clerical, secretary, administrative assistant, receptionist, call center, retail and more!

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.
• Good understanding of the organization’s goals and objectives.
• Proficient in 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.