EZ Messenger Staff - Client Relations Quality and Training Manager

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Title: Client Relations Quality and Training Manager

Draft Date: 4/28/2021

Reports To: Director of Client Relations

Department: Client Relations

Compensation Range: $18hr - $22hr

Travel: None

Other: Full time or part time position, TBD at time of hire

Purpose: The Client Relations Quality and Training Manager is responsible for documentation and training of all Client Relations tasks in addition to Quality Control and Incident Review investigations and reporting.

Key Skills and Experience:

• High school degree or equivalent

• Customer service experience required

• 2+ years with EZ Messenger or 3+ years’ experience in process serving or related field

Job Duties Details:

• IR/QCR handling

  • Tracking of all reported IR/QCRs through to completion in a timely manner

  • Investigation of reported incidents including but not limited to, Contract review, interviews with Vendors and/or staff, review of State/Court Rules for service.

  • Production of professional, and well written report to provide to various Clients and internal departments.

• Training

  • Create and maintain all Client Relations training materials including but not limited to various Client Relations tasks and Client Work flows.

  • Assist with training of new staff members on best practices and proper procedure.

• Quality

  • Conduct random Quality Control checks on Client Relations Team members on a bi-weekly basis.

  • Provide reporting of findings and facilitate re-training on issues found.

• Assist Director of Client Services with other special projects or requests as needed

• Assist in filling in throughout the team as needed due to staff PTO"

Qualifications and Skills:

• Excellent understanding of all other departments

• Strong computer skills

• Excellent verbal and written communication skills including on the phone

• Strong attention to detail

• A passion for ensuring the best possible service is provided to the customer

• Good judgment

• Willingness and ability to work alone as well as with small groups

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