Remote Client Service Supervisor

GRT FinancialSouthfield, MI, US

3 days ago

Job type

Full-time

Permanent

Remote

Job description

Job Description

Summary

The Client Service Supervisor is responsible for ensuring the Client Service team is supported with the tools, training, and resources needed to execute the team’s responsibilities effectively and efficiently. It is the Supervisor’s function to assist their team on issues regarding client questions, task processes, and escalated issues. They will need to communicate updates between the Client Service team members, litigation team members, and management.

The ideal candidate will have a strong track record of supporting clients and team members. A solid attendance record is a must. This person should be comfortable with the Microsoft Office Suite and will be able to demonstrate a basic understanding of Word, Outlook, PowerPoint, and Excel, including, but not limited to, sorting and analyzing a large volume of data. Communication will be critical in this role, so this person must be able to effectively communicate internally with team members and other members of management, and externally with partners and clients.

Responsibilities

Review call, task, and email volume and address issues and escalations with the Client Service team and management
Facilitate questions from paralegals and client service representatives
Manage escalated client issues
Assist with hiring and training of new Representatives
Assist with expanding team’s accountability structure, including monthly performance results, and the development and implementation of a Quality Assurance program
Deliver monthly performance results and coaching to Client Service Representatives
Identify performance issues and bring to management as needed
Communicate process and procedure updates and reminders to the Client Service Team
Document and archive all team and personnel communication and directives
Oversee all attendance and timecard processes for the team
Deliver quarterly and annual reviews
Assist with BLP quarterly goals as needed
Other projects as assigned

Qualifications

Required

3+ years of experience in a call, contact, or business development center, or similar field

Proactive in finding solutions while also using discernment when escalating issues

Demonstrates ownership of work and maintains excellent quality standards

Ability to communicate both verbally and in written format at a high level

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Strong interpersonal and communication skills to work effectively with team members, internal partners, and clients.

Preferred

3+ years of a role in a leadership position

Bachelor’s degree in Business, Communication, Pre-Law, or other similar field

Demonstrated ability to oversee a team in a remote working environment

Effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Anticipated start date : 12 / 08 / 2025

Full time (Exempt); Permanent

Compensation - $48,000 annually

IMPORTANT SCHEDULE DETAILS : This is a first shift role on EST for 6-9 months that will then transition to a second shift role within that 6-9 month time period.

You will also be eligible for the following benefits :

Medical, Dental, and Vision Insurance, plus other voluntary employee-paid benefits, following 30 days of employment

Company-Paid Benefits, including Short-Term Disability, Long-Term Disability, Life and AD&D Insurance (1x annual covered earnings up to $50,000)

Financial Well-Being, Employee Assistance, and Caregiver Support Programs

Adoption Assistance Program

401(k) with employer match

Paid Time Off (PTO), in accordance with the Company’s accrual schedule and PTO policy

Floating Holiday and 10 Company-Paid Holidays, in accordance with Company policy

Insperity Training and Development

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sexual orientation, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

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Client Service Supervisor • Southfield, MI, US