Description

The Client Services Manager is responsible for the execution of all Potential New Client phone sales team operations. Works in concert with the Chief Communications Officer to operationalize the strategic goals and objectives of this team. Core duties include management and leadership of processes for the continuous improvement of the customer experience, as a well as data analysis to meet these objectives. Tactical emphasis is on client care, quality management, workforce planning, recruiting, coaching, and training. Performance KPI’s include current and potential client call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Manager’s success is measured by the organization’s ability to provide high quality services while meeting Gravis Laws Core Values, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of KPI’s.

The Client Services Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Manage operations of the Client Service Coordinator (“CSC”) team, making sure potential clients are being addressed in a timely and efficient manner 
• Answer CSC representative’s questions, guiding them through difficult calls 
• Provide escalation support as needed for CSC team on difficult interactions 
• Set and enforce Key Performance Indicators for team 
• Maintain a minimum number of new consultations for attorneys, working with team to adjust sales focus to different attorneys/teams as needed 
• Ensure that standards for quality and response time are maintained at a high level. 
• Hire, train, develop, and correct CSC staff as needed 
• Develop documentation including tip sheets, standard operating procedures, and knowledge base articles. 
• Ensure accurate and timely reporting and data provided by communications staff 
• Advocate for communications staff internally with attorneys/paralegals, meeting regularly with these stakeholders to provide Communications staff touchpoint 
• Create a dynamic, positive, and fun work environment for staff 
• Performs other duties as assigned. 

Requirements

 MINIMUM REQUIREMENTS*: 

• Bachelor's degree or higher preferred (preference given to individuals who have a Juris Doctor Degree) 
• Minimum 5 years of Call Center/Contact Center management experience (alternatively, extensive experience managing a team in hospitality might be considered) 
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong negotiation, interpersonal, written, and oral communications skills – including statistical report writing
• Bilingual in Spanish a plus
• Computer Skills: Working Knowledge of Microsoft Windows, Office, Power BI and SharePoint products 
• Must have a positive and willing attitude; and a desire to be part of a growing legal practice that takes pride in making the legal system uncomplicated, approachable, and accessible to everyone

*Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted.

WORK ENVIRONMENT/CONDITIONS/PHYSICAL DEMANDS

Duties will be performed in a standard office environment. Employees must have the ability to maintain regular, punctual attendance consistent with Gravis policy. While performing the duties of this job, the employee will occasionally be required to work weekends, holidays, be on call, and some employees could be required to travel overnight on occasion. 

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the Client Services Manager. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. These are considered essential duties and are illustrative of those job tasks that are fundamental. Employees may be required to perform additional related duties as may be assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full Time Employee Benefits at Gravis Law: 
Gravis Law offers a professional work environment, a competitive salary including bonuses, along with generous benefits which generally include:

• Medical, dental, vision and life insurance.
• 401(k) plan with company matching
• Paid time off for Vacation, Sick and 11 Holidays as well as Volunteer Paid Time Off
• Opportunity to cross train and grow within the organization

Salary: $70,000