Job Summary:

The Client Contact Supervisor is responsible for overseeing initial client interactions (client intake) to ensure a high level of satisfaction and successful client acquisition. This role includes leading a team of client contact representatives, acquisition goals and objectives are met, ensuring client needs are satisfied, and an overall high level of customer satisfaction is achieved.

Responsibilities:

• Hire, train, lead, mentor, and support a team of client contact representatives, providing training and setting performance goals.
• Fill in on client calls and bookings when needed.
• Implement strategies to proactively improve client acquisition rates and overall client satisfaction.
• Plan and evaluate department policies, processes, priorities, and performance goals.
• Act as a liaison with senior level management and other department managers by developing productive, collaborative relationships and utilizing clear and effective communication.
• Perform administrative work (system changes, attorney calendar/availability, staffing coverage).
• Manage team schedule (creation of schedule start and end times, breaks and lunches).
• Serve as day-to-day go-to person for team questions, training, and focused coaching.
• Provide leadership, disciplinary coaching and mentoring to team members using our core values.
• Provide timely feedback and complete performance reviews for all assigned team members.
• Review and approve timesheets and time off requests for team members.
• Manage performance discussions and conversation notes in the HRIS.
• Submit personnel action forms for employee changes, bonuses, and departures in the HRIS.

Minimum Requirements:

• Required Education:
  • Associates degree of a related field.
  • Bachelor of Business Administration or a related field is preferred.
• Minimum Years of Experience:
  • 2-3 years in a supervisor or manager role.
  • 3 years in a call center, client engagement, professional services customer service, or other service-based industry.
  • Strong verbal communication skills, especially over the phone
  • Ability to build rapport quickly and guide conversations effectively
  • Basic computer proficiency, including typing and email communication
• Preferred Experience:
  • Legal intake experience
  • Experience with a CRM (SalesForce) or SmartAdvocate is a plus
  • Experience with SharePoint and all MS products is preferred
• Work location: Hybrid.  This role requires both in-office work for meetings, new employee onboarding, and other events.
• Work Hours: Full-time, Monday through Friday.

Core Values:

• Collaboration: At Lexicon, an emphasis is placed on working together seamlessly and leveraging the collective strengths of individuals within the organization. Employees promote communication, teamwork, and the sharing of ideas to achieve common goals and objectives.
• Responsiveness: Responsiveness measures our ability to react quickly and effectively to changes, demands, or challenges. A responsive Employee fulfills all obligations effectively and timely to our current and future clients, while maintaining effectiveness and staying aware of evolving business needs or circumstances.
• Culturally Positive: The “Courage to Ask Why” reflects our culture that encourages curiosity, understanding, critical thinking, and challenging the status quo. Employees professionally question existing processes, seek new viewpoints, and explore customer-focused solutions. Employees embrace and promote the values and beliefs of the organization and demonstrate respect for their colleagues, our clients, and the broader community. Employees create a culture that encourages “asking why” through professional curiosity, understanding, critical thinking, and challenging the status quo.
• Customer Service: Employees are committed to prioritize and exceed the expectations of current and future clients. Employees know and anticipate the needs of internal and external customers and act accordingly – providing high priority to customer satisfaction.

Physical Requirements and Work Environment:

• Physical Demands:
  • Potential prolonged periods of sitting at a desk and working on a computer.
  • Some lifting, up to 30lbs.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Work Environment:
  • Work to be conducted primarily in an office environment; however, some may be conducted remotely via assigned technology.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
• Reasonable accommodation:
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the job responsibilities. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

Acknowledgement:

The above statements describe the job’s essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.