ChoiceLegal
Manager, Customer Service
Choice Legal is looking for a Manager, Customer Service to join our team onsite. The primary objective of this role is to oversee daily operational workflow to ensure all clients' needs are handled timely, professionally, and in accordance with legal requirements and company policies.
The Manager, Customer Service will utilize problem‑solving skills to identify improvement opportunities for staff and summarize recommendations to the supervisory team for implementation.
Schedule Monday to Friday, 8:00 am–5:00 pm.
Essential Job Functions
Work with internal and external resources to gain a critical understanding of business operations and systems.
Collaborate with department heads on strategic planning to better serve the company’s needs.
Document business processes, training procedures, and standard operating procedures.
Communicate process and/or procedural changes to department heads as required.
Prepare reports to support conclusions and provide possible resolutions/recommendations in accordance with company standards.
Ensure compliance with applicable policies, procedures, and internal controls.
Report monthly productivity numbers to the Director through accurate maintenance of company reporting systems and dashboards.
Maintain quarterly reviews of staff and department heads to ensure applied changes are complied with, and provide follow‑up reports of uncorrected problem areas.
Assist in designing tools and models (e.g., Excel, PowerPoint) that support operations, performance planning, and developmental processes.
Attend and participate in management and/or cross‑divisional meetings.
Handle high‑level escalations involving data review, trend identification, and opportunity analysis.
Examine client order data and use insights to improve customer service at a high level.
Perform all other duties as assigned.
Essential Managerial Responsibilities
Carry out all responsibilities in accordance with company standards, policies, and applicable employment laws.
Manage and monitor workflow and provide support, training, and techniques to assist staff in achieving daily/weekly/monthly goals and standards.
Encourage positive morale, maintain harmony among staff, and resolve grievances when necessary.
Oversee completion and approval of employee timecards and coordinate overtime needs with management and staff as needed.
Actively participate in staffing requirements including hiring, onboarding, and separation of employees.
Create and implement plans to meet departmental goals and metrics based on workload and client needs.
Communicate change effectively and support those affected.
Manage insubordinate staff when warranted and initiate coaching or corrective actions as directed by upper management.
Evaluate staff needs and performance, provide periodic feedback, and report any performance concerns and growth opportunities to management.
Actively participate in and successfully conduct annual performance evaluations.
Education and Experience
High school graduate and/or GED equivalent, or equivalent job experience (at least five years as a business or sales analyst and/or auditor).
Some college desirable but not required.
Qualifications
Must demonstrate strong understanding of the organization’s goals and objectives.
Must be knowledgeable with Discovery Laws and state Evidence Codes.
Must have prior technical and/or professional experience managing complex projects simultaneously, and experience in strategic planning.
Must have prior work experience in medical‑billing, legal, or insurance claims office.
Must demonstrate self‑motivation and self‑direction.
Ability to absorb new ideas and concepts quickly.
Must demonstrate strong analytical and problem‑solving abilities.
Ability to learn, understand, and evaluate the needs of each client.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Must demonstrate understanding of the internal processes of medical facilities and med‑legal terminology.
Must be able to multi‑task and adapt to change.
Must be proficient in multiple software programs, including Microsoft Office, with advanced Excel skills.
Must be a qualified typist with a minimum of 40 words per minute.
Ability to follow all company policies and procedures in effect at hire and as they may change over time.
Choice Legal is a successful, growing medical records retrieval company in the Tampa Bay area. We work closely with attorneys to obtain records for legal purposes.
Benefits Fast‑paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401(k).
Equal Opportunity Employer Choice Legal 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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Legal Services
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The Manager, Customer Service will utilize problem‑solving skills to identify improvement opportunities for staff and summarize recommendations to the supervisory team for implementation.
Schedule Monday to Friday, 8:00 am–5:00 pm.
Essential Job Functions
Work with internal and external resources to gain a critical understanding of business operations and systems.
Collaborate with department heads on strategic planning to better serve the company’s needs.
Document business processes, training procedures, and standard operating procedures.
Communicate process and/or procedural changes to department heads as required.
Prepare reports to support conclusions and provide possible resolutions/recommendations in accordance with company standards.
Ensure compliance with applicable policies, procedures, and internal controls.
Report monthly productivity numbers to the Director through accurate maintenance of company reporting systems and dashboards.
Maintain quarterly reviews of staff and department heads to ensure applied changes are complied with, and provide follow‑up reports of uncorrected problem areas.
Assist in designing tools and models (e.g., Excel, PowerPoint) that support operations, performance planning, and developmental processes.
Attend and participate in management and/or cross‑divisional meetings.
Handle high‑level escalations involving data review, trend identification, and opportunity analysis.
Examine client order data and use insights to improve customer service at a high level.
Perform all other duties as assigned.
Essential Managerial Responsibilities
Carry out all responsibilities in accordance with company standards, policies, and applicable employment laws.
Manage and monitor workflow and provide support, training, and techniques to assist staff in achieving daily/weekly/monthly goals and standards.
Encourage positive morale, maintain harmony among staff, and resolve grievances when necessary.
Oversee completion and approval of employee timecards and coordinate overtime needs with management and staff as needed.
Actively participate in staffing requirements including hiring, onboarding, and separation of employees.
Create and implement plans to meet departmental goals and metrics based on workload and client needs.
Communicate change effectively and support those affected.
Manage insubordinate staff when warranted and initiate coaching or corrective actions as directed by upper management.
Evaluate staff needs and performance, provide periodic feedback, and report any performance concerns and growth opportunities to management.
Actively participate in and successfully conduct annual performance evaluations.
Education and Experience
High school graduate and/or GED equivalent, or equivalent job experience (at least five years as a business or sales analyst and/or auditor).
Some college desirable but not required.
Qualifications
Must demonstrate strong understanding of the organization’s goals and objectives.
Must be knowledgeable with Discovery Laws and state Evidence Codes.
Must have prior technical and/or professional experience managing complex projects simultaneously, and experience in strategic planning.
Must have prior work experience in medical‑billing, legal, or insurance claims office.
Must demonstrate self‑motivation and self‑direction.
Ability to absorb new ideas and concepts quickly.
Must demonstrate strong analytical and problem‑solving abilities.
Ability to learn, understand, and evaluate the needs of each client.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Must demonstrate understanding of the internal processes of medical facilities and med‑legal terminology.
Must be able to multi‑task and adapt to change.
Must be proficient in multiple software programs, including Microsoft Office, with advanced Excel skills.
Must be a qualified typist with a minimum of 40 words per minute.
Ability to follow all company policies and procedures in effect at hire and as they may change over time.
Choice Legal is a successful, growing medical records retrieval company in the Tampa Bay area. We work closely with attorneys to obtain records for legal purposes.
Benefits Fast‑paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401(k).
Equal Opportunity Employer Choice Legal 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.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
Industries Legal Services
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