Client Success & Order Support Specialist

ABI Document Support Services, Inc.; Loma Linda (CA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Vision & Dental insurance

401k

Job summary

ABI Document Support Services, Inc. seeks a Customer Service Specialist to respond to client inquiries and proactively contact clients to resolve outstanding issues. The role focuses on building long-term rapport and guiding orders through operational processes to completion.

The position requires strong communication, problem-solving, and typing speed, with experience in legal services, insurance claims, or customer service. Equal opportunity employer.

Qualifications

• High School Diploma or equivalent required.
• Prior work experience in a legal services environment, insurance claims office, or Customer Service/Sales.
• Familiarity with med-legal terminology and HIPAA requirements.

Responsibilities

• Respond to all client inquiries regarding updated status of orders by email or phone and log all client issues, contacts and resolutions.
• Proactively monitor assigned client base to identify or prevent customer satisfaction concerns or order delays and coordinate with clients on any needed information.
• Communicate clearly in writing; modify canned statuses as needed and proofread emails before sending to clients.
• Review cancellations and/or settled orders for appropriate closing statements before routing to Production.
• Review work orders from the Retrieval Department for validity and for non-compliance reasons before contacting the client.
• Handle Special Circumstance Orders (SCOs) with tight deadlines and special instructions outside normal processes.
• Provide support to ABI Account Managers and resolve technical issues forwarded by clients.

Skills

Customer service

Communication

Problem-solving

Time management

Typing 45 WPM

Education

High School Diploma

Job description

ABI Document Support Services, Inc. seeks a Customer Service Specialist to respond to client inquiries and proactively contact clients to resolve outstanding issues. The role focuses on building long-term rapport and guiding orders through operational processes to completion.

The position requires strong communication, problem-solving, and typing speed, with experience in legal services, insurance claims, or customer service. Equal opportunity employer.