Sr. Manager Customer Care and Mailroom

POSITION SUMMARY

The Sr. Manager Customer Care and Mailroom will be responsible for service level attainment of timely, accurate, high-quality customer care for ARCHER claimants who call on the phone and/or correspond through mail. This role closely works with the COO and operations leaders across all service lines to improve ARCHER processes, alleviate pain points, and provide data analysis on call drivers & claimant challenges. In addition, this position utilizes ARCHER’s claimant processing systems to analyze data and empower team members to meet customer needs and resolve inquiries. The role also evaluates ARCHER’s mailroom processes and drives performance through automation and resource engineering. He/she will manage a team of call center agents and mailroom clerks and assist with customer questions, concerns, and provide timely accurate solutions to customer inquiries.

Position Location: Houston, TX or Remote

JOB RESPONSIBILITIES:

§  Lead ARCHER’s ‘first call’ resolution strategy across all service lines.

§  Develop full-time, part-time, temp and vendor strategies for vertical and horizontal scaling.

§  Utilize data to optimize phone trees, agent skilling, and technology to ensure timely and accurate calls.

§  Provide real-time data analysis of call issues to enable operations agility and address backlogs.

§  Partner with service leaders to alleviate claimant pain points (backed by claimant call data).

§  Manage, hire, train and develop call center agents and mailroom clerks.

§  Maintain professional relationships with customers through ongoing excellent customer service.

§  Manage agents to meet or exceed service levels (productivity, timeliness, accuracy and quality).

§  Serve as an escalation path for customer complaints and/or complex issues. 

§  Develop and maintain procedures and policies.

§  Train call center agents to utilize tools and data to find claimant statuses and provide first call resolution strategies.

§  Evaluate mailroom processes and prioritize improvements through automation, process, and resource engineering.

§  Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

§  Minimum 10 years managerial experience.

§  Minimum 10 years leadership experience in a customer service environment.

§  Minimum 10 years’ experience leading teams to meet service level and productivity metrics.

§  Minimum 5 years’ experience driving improvements in customer experience and productivity through process & innovation initiatives.

§  Experience optimizing CRM systems and phone trees.

§  Proficiency in utilizing data extraction, organization, and analysis to prioritize daily work and identify opportunities for improvement.

§  Excellent interpersonal skills including active listening, teamwork, and collaboration.

§  Strong verbal and phone communication skills.

§  Strong customer-centered leadership experience with the ability to quickly adapt to client and customer needs.

§  Strong analytic and data-driven skills to ensure continuous improvements.

§  Proven track record of leading teams through protocol changes.

§  Ability to multi-task, set priorities, adapt to change and manage time effectively.

§  Excellent problem-solving abilities.

§  Excellent attention to detail skills.

BENEFITS

• 401(K)


• 401(k) Matching


• Health Insurance


• Dental Insurance


• Vision Insurance


• Parental Leave


• Short Term Disability


• Long Term Disability

ABOUT ARCHER

ARCHER Systems is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services.

ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census preparation and management.  ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.