ABI Document Support Services
Customer Service Specialist I
Overview

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We’re looking for:  Customer Service Specialist)  Full time, M-F, (8-5 p.m.)

Where? Tomball, TX   (ONSITE POSITION) 

What you’ll be: The Client Relations Retention Specialist’s role is to provide an additional layer of retention to the client, which supports both operational success and client satisfaction, to liaison with the sales team to onboard, and to introduce and integrate operational procedures to new clients and existing client relationships.

What’s in it for you? Close-knit, family-like team, extensive hands-on training, competitive benefits, a solid career path that screams growth.

When are we looking to hire? Yesterday.

What are you waiting for?

Responsibilities

 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. 

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 organization’s 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. 

ABI Document Support Services is a national provider of record retrieval and document management services to the insurance and legal industries. The Company’s proprietary web-based platform is characterized by end-to-end automation and record review customization with the inclusion of actual medical records. The Company has developed innovative processes that enable more efficient record retrieval, online record ordering, electronic record review 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, paid time off, and 401k.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans
Tomball, TX