Client Services Supervisor at Epiq Class Action & Claims Solutions in Beaverton, Oregon

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Summary

This position supervises the daily operations of the Project Attorneys/Specialists in Client Services.  Through leadership, training and development of Project Attorneys, this position will ensure client requirements are achieved and resources are maximized to their full potential.  A successful supervisor always has our client’s interests in mind by ensuring escalations are addressed quickly, appropriately and that consumer-facing discussions are effective and handled with empathy.   Additionally, this position will coordinate with internal project team members to supervise other case-specific activities supporting quality assurance and critical client requirements.

Job Responsibilities

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity, quality, and customer satisfaction.  Provide a positive climate for optimum employee performance.




• In partnership with our Training Specialist, develop training curriculum for 8-15 Project Attorneys and facilitate training classes as needed.




• Monitor daily employee performance in relations to accepted call quality standards; instruct and communicate standards to staff.  Take action accordingly to ensure adherence and or improvement.  




• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard; provide feedback to the Project Attorneys and assist the Project Manager in gathering scores and call details for the client.




• Maintain proficient understanding of company policies and procedures, department goals, and business plan.  Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service.  Provide continued evaluation of processes and procedures.




• Workforce Management: Ensure team is adhering to their schedule, time entries are accurate, and workforce is utilized appropriately.




• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management.  Ensure communication is established between all parties.  Develop and maintain good working relationships with other departments to meet customer and employee needs.




• Update scripting/procedure changes in our knowledge base as needed.

Qualifications

• Bachelor’s degree in Communications, Legal field preferred but not required (could be substituted by relevant job experience).




• Strong communication skills and experience in customer and client service.




• Must have strong experience in the areas of staff development and direction, training, quality assurance, active/effective listening and document preparation.

Competencies

Coaching for Results - Provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement.

Managing Performance - Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event.

Developing Others - Provides support and direction towards the development of individuals’ knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures.

Fosters Teamwork - Provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team.

Empowering Others - Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution.

Influencing Others - Uses appropriate interpersonal styles to persuade others to accept a position or initiative that results in action to positively impact business results; assesses the current situation and adapts interpersonal style to suit the target audience; makes recommendations to achieve a specific impact, effect or course of action adopted by others; seeks mutually beneficial solutions; obtains cooperation from others, including those who are not direct reports.

Strategic Agility - Clearly understands and articulates the business strategy; continuously ensures team and individual goals are aligned to broader strategic objectives, particularly when there is a change in direction; anticipates future consequences and trends, accurately including their potential impact; maintains broad business knowledge and perspective; creates new, competitive strategies aligned to the broader business strategy.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.