[Hiring] Customer Service Specialist @IME RESOURCES LLC

Role Description

The Customer Service Specialist’s role is to respond to internal and external customer inquiries and to proactively contact clients to resolve outstanding issues. The primary objective is to build long-term rapport with ordering clients and guide their orders through the various operational processes to completion.

• Respond to all client inquiries regarding updated status of orders by e-mail or phone.
• Log all client issues, contacts, and resolutions into the system.
• Proactively monitor assigned client base to identify or prevent potential customer satisfaction concerns or order delays.
• Contact clients to provide clear explanations of any delays to orders and coordinate additional information needed.
• Modify “canned system statuses” to expressly state the nature of particular situations.
• Review all cancellations and/or case settled orders for appropriate closing statements prior to routing to Production.
• Review all work orders from the Retrieval Department for validity before contacting the client.
• Ensure all procedures were followed for facility non-compliance prior to routing to Production.
• Monitor and/or handle all Special Circumstance Orders (SCO’s) with tight deadlines and special instructions.
• Offer support to ABI Account Managers as needed.
• Provide support, direction, and resolution on technical issues forwarded from the client.
• Compose and prepare confidential correspondence, reports, and other complex documents.
• Coordinate with all internal departments to ensure Customer Satisfaction expectations are achieved.
• Maintain customer accounts by identifying and analyzing customer needs to achieve satisfaction.
• Perform internet research to locate contact information for business entities as requested by clients.
• Monitor Work In Progress for ‘new’ & ‘sensitive’ client orders using reporting tools.
• Perform other duties as assigned.

Qualifications

• 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.
• Highly self-motivated and self-directed.
• 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.
• Multi-tasking is essential and ability to adapt to changes in work duties.
• Qualified typist with a minimum of 45 W.P.M.
• Ability to stay focused and concentrate under normal or heavy distractions.
• Ability to follow all company policies and procedures in effect at time of hire and as they may change.

Company Description

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. 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.

• Equal Opportunity Employer - Minorities/Females/Disabled/Veterans