Job Summary

The Client Services Team Lead is responsible for managing the day-to-day operations of our client service team, including distributing tasks and monitoring workflow.

Duties & Responsibilities

• Manages and evaluates the workflow of the department and identifies any areas for process and procedure improvements.
• Conducts weekly client service staff meetings to review policy/process changes as well as providing training on appropriate response to difficult/unique situations that arise during the course of work.
• Manages client service and workshop coverage in all offices assuring appropriate staffing levels to accommodate clients, meetings, call volumes, and other client services.
• Trains new client service staff members on departmental procedures using client services manual.
• Keeps client services manual updated with procedural information and changes.
• Keeps staff phone tree updated with demographic and procedural data.
• Assists with planning monthly client events.
• May take incoming calls and schedule client appointments.

Education and Qualifications

• Minimum of three years of progressive problem-solving experience in a fast-paced customer/client service environment.
• Ability to work effectively under pressure and respond to changing priorities while fostering a professional environment for clients and staff members.
• Proven experience managing workflow processes to improve efficiency in a high call volume atmosphere.
• Experience developing and implementing staff training programs and departmental procedures.
• Excellent written and oral communication skills with the ability to motivate and encourage staff members to deliver outstanding client service.
• Proficient in all Microsoft Office programs.
• Experience with scheduling database software is a plus.

Essential Functions

• Use of computer, mouse and keyboard