Client Care Specialist

POSITION SUMMARY:

The Client Care Specialist is responsible for fostering excellent relationships with assigned client law firms via email, phone calls, and in-person visits. The Client Care Specialist will respond to all incoming client inquiries with thoughtfulness, integrity, attention to detail, and urgency, and will work closely with our internal sales team, project managers, and operations group to ensure the best outcomes for our clients. A successful candidate in this role will have a self-starting attitude, exemplary oral and written communication skills, an aptitude for finding solutions, and a high degree of integrity.

POSITION LOCATION: AUSTIN, TX

JOB RESPONSIBILITIES:

• Act as an internal representative for assigned law firm clients, advocating for their needs and flagging issues to the manager
• Learn complex workflows related to healthcare lien resolution, and clearly and succinctly communicate information to law firms.
• Respond to a high volume of complex status inquiries from law firm clients
• Prepare for in-person status conferences with key accounts: coordinate meetings, create agendas, and follow up
• Work closely with sales team to provide white glove, intelligent service to all of ARCHER clients
• Anticipate issues: communicate with firms proactively, predict problems, and escalate as needed to senior management
• Actively solicits and accepts feedback, and works to continuously improve own performance
• Recommend process improvements to the management team (Lessons Learned and Best Practices)
• Assist Senior Client Care Specialist with webinar preparations and other client meeting tasks, as requested.

KNOWLEDGE, SKILLS AND ABILITIES: