• Customer Service Rep.

    Requisition ID
    # of Openings
  • Overview

    The Customer Service Specialist I’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 I 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.


    • 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.
    • Offer phone support to ABI Account Executives as needed.
    • 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.
    • Other duties as assigned.


    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

    • Good understanding of the organization’s goals and objectives.
    • Proficiency at typing; preferred level of at least 45 wpm.
    • Ability to absorb new ideas and concepts quickly.
    • Good analytical and problem-solving abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Excellent telephone etiquette, written, interpersonal and organizational skills.
    • Bi-lingual English-Spanish a plus.


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