Client Support Supervisor at Witherite Law Group

Dallas, Texas, United StatesFull-timeClient SupportPosted 15 days ago

About the Role

<div class="content-intro">Witherite Law Group (WLG) is a personal injury law firm specializing in motor vehicle accidents. Our vision is to improve the life of each person we serve. Whether it is for our employees, our clients, or our community, WLG puts people first, provides unmatched expertise, and displays integrity in every situation.   Our attorneys and staff are committed to helping injured clients get the care and service they deserve. We take care of the complex legal work so that our clients can focus on recovery and getting their lives back. We are determined to help our clients get the settlement they deserve, and we will be by our client’s side every step of the way.   This firm is a Top 100 Places to Work recipient and a National Top Workplace honoree. We are proud of these achievements and honored to be among this prestigious list of companies. Our culture is special. But you can’t just take our word for it...apply today and join the WLG family.  </div>Position Summary: The Client Support Supervisor plays a critical leadership role in overseeing the daily operations and performance of the Client Support team. This position is responsible for ensuring service level agreements (SLAs) are met, maintaining high standards of case and call quality, and fostering continuous development among team members. The Supervisor manages scheduling, performance evaluations, disciplinary actions, and timecard approvals through Paycom, while also supporting new hire training and ongoing coaching. Key Responsibilities:  <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Monitoring SLA.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Developing goals and writing performance reviews for Team Members in Paycom.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Reviewing and approving timecards and PTO requests in Paycom.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Writing and delivering any disciplinary actions through Paycom.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Opens (running and dispersing to the team 2x a day during weekdays & 1x a day during the weekend and ensuring that all open PNC’s have been contacted).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Appointment Sets (running 1x a day to verify all appointments are added to the calendar and that all appointments have been called).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Call Grading (2 calls per CSA graded using the QM rubric).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Case Quality Grading (2 cases per CSA graded using the QM rubric).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Schedules: creating and calendaring all schedule types ranging from permanent, rotation, lunches, phone coverage, and holidays).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assist in new hire training and delegation – utilizing the Client Support Case Checklist rubric.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assist in One-on-One Upkeep training: Weekly for Under 6 months, Bi-Weekly for Under 1yr, Monthly for Over 1yr (role play).</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Conversion Oversight.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Case Referral Oversight.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Case Rejection Oversight.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Lost Cases Oversight.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Performance log oversight.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Webhit/PNC Email oversight – ensure that all are contacted.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Leadership on call – rotation between leadership every week to assist associates on case questions after hours.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Assist with team events and refreshers.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Display professionalism at an elevated level through physical appearance and attitude.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Demonstrate leadership qualities like being reliable, building trust, holding accountability, motivation, and commitment to the success of the team.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Delegate responsibilities amongst leadership team to ensure all tasks are distributed evenly.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Upkeep of continuous training cycle and development of all associates.</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Perform other duties as assigned.</li> </ul> Qualifications: <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Excellent organizational skills with outstanding attention to detail</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Strong knowledge of MS Office, Outlook, Adobe, and the ability to quickly learn case management software</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Professional appearance and behavior</li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Must have a minimum of 2 years previous related experience</li> </ul> Physical Requirements:   <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Office environment with normal business hours necessary to satisfactorily perform job functions.   </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stationary Position – Must be able to remain in a stationary position up to 50% of the time.  </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc.  May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer.  </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).</li> </ul> Benefits and Perks: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Medical, dental, vision</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Company paid Life and AD&D Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Company Paid STD (with no waiting period) and LTD Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Option to purchase additional Life and AD&D Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">401(k) with company contributions</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Paid Time Off</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">10 Company Holidays </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Tuition Reimbursement</li> </ul> <div class="content-conclusion">Please note that this job description is intended to outline the primary duties of the role and is not intended to be an exhaustive list. The job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job.  <hr> WLG and its affiliated companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WLG and its affiliated companies participate in E-Verify. For additional information please review the <a href="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf">E-Verify Participation Poster</a> and <a href="https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf">Right to Work Poster</a> from the Department of Homeland Security. </div>

About the Role

About the Role

Related Roles

About the Role

Related Roles