Overview

Eyes bloodshot from browsing the same job ads? We’ll make it easy for you.

We’re looking for: Customer Service Specialist

Full time, M-F, (8am-4:30pm)

Where? 100% REMOTE

What you’ll be: a customer service ringleader, an administrative connoisseur, taking full advantage of your past medical or legal expertise (if you have them).

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?

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 of the Customer Service Specialist is to establish and build long-term rapport with ordering clients and to monitor and guide their orders through the various operational processes through successful completion while providing ongoing and timely communication updates for both internal and external customers.

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.
• 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.

Call center

Case manager

Customer service representative

Client relations

Client service representative

Date entry

Health care

Legal

Insurance 

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

• Proficiency at typing; preferred level of at least 45 wpm.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Bi-lingual English-Spanish a plus.

WHO WE ARE:

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. 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