Manager of In-Office Operations-Charlotte, NC

Lisinski Law Firm; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Manager of In-Office Operations to lead a team dedicated to enhancing the client experience. This pivotal role involves overseeing client interactions, analyzing customer feedback, and implementing strategies to improve satisfaction. The ideal candidate will possess exceptional bilingual communication skills and a passion for delivering outstanding service. Join a forward-thinking firm where your leadership will make a significant impact on clients' lives, ensuring they receive the support and solutions they need during challenging times. This is an exciting opportunity to shape the future of client relations in a supportive and impactful environment.

Qualifications

• Strong bilingual communication skills are essential for this role.
• 5+ years of experience leading a team in a similar field preferred.

Responsibilities

• Oversee and mentor a team of Intake Office Coordinators to enhance client experience.
• Develop strategies to improve customer satisfaction and retention.

Skills

Bilingual (English & Spanish) communication

Customer service

Team leadership

Time management

Analytical skills

Problem-solving

Education

Bachelor’s degree in business management

5+ years of experience in a related field

Tools

Microsoft Office suite

Dropbox

Case Management software

Job description

Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.

Position Purpose

The Manager of In-Office Operations is responsible for overseeing a team of Intake Office Coordinators by managing the overall client experience for current in-office clients and ensuring that their needs, expectations, and feedback are addressed. This role involves analyzing customer satisfaction data, leading a team focused on customer support, and implementing initiatives to enhance the customer journey. The ideal candidate should be customer-focused, data-driven, and have a passion for delivering excellent service. Additionally, the leader must be fluent in both English and Spanish.

Essential Job Functions & Responsibilities

1. Team Leadership:
   Supervise, mentor, and develop a team of Intake Office Coordinators by providing guidance, support, performance management, and payroll responsibilities to ensure high levels of productivity and morale.
   Oversee and support IOC team member’s training and development.
2. Customer Feedback Oversight:
   Collect and analyze customer feedback through surveys, client interactions, and testimonials to assess satisfaction levels.
   Identify trends and issues from customer feedback, and recommend solutions to improve the overall in-office customer experience. May be responsible for leading changes.
   Establish and maintain strong, trusted relationships with clients, anticipating their needs and proactively addressing concerns.
   Identify opportunities for upselling or cross-selling additional services to existing clients based on their needs and feedback.
3. Customer Satisfaction Strategy:
   Develop and execute customer satisfaction strategies aimed at improving retention and overall satisfaction.
   Collaborate with other departments to align in-office customer satisfaction goals with company objectives.
   Establish and track key performance indicators for customer satisfaction and ensure that strengths and areas of opportunity are being shared with overall teams.
4. Administrative Leadership:
   Responsible for ensuring that IOC team is completing all required tasks and hold team accountable to responsibilities.
   Oversees the submittal of client fingerprints by the IOC team members.
   Accountable for ensuring that team members follow the payment and deposit process and follow all cash handling procedures properly.
5. Issue Resolution and Escalation:
   Serve as the point of escalation for complex or high-priority in-office client complaints, questions, or issues.
   Ensure that root causes of recurring issues are identified and corrective actions are implemented.
6. Reporting & Analysis:
   Prepare regular reports on in-office customer satisfaction metrics and present findings to senior leadership.
   Use data and insights to track progress on satisfaction improvement goals and adjust strategies as needed.

Essential Skills, Knowledge & Abilities

1. Possesses excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal.
2. World class customer service skills.
3. Ability to lead and develop teams and individuals.
4. Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including the ability to prioritize tasks to delegate when appropriate.
5. Strong analytical and problem-solving skills.
6. Highly proficient in Microsoft Office suite, Dropbox, and Case Management, or related software.

Minimum Qualifications

1. Bachelor’s degree in business management or related field preferred (5 or more years of experience may substitute for a degree).
2. 3-5 years previous work experience leading a team in a similar field.