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Client Services Supervisor at Epiq Class Action & Claims Solutions

Posted in Legal 30+ days ago.

Type: Full-Time
Location: Salem, Oregon





Job Description:


It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Position Summary

Epiq Client Services Supervisors oversee the daily operations of the Project Attorneys/Project Specialists/Project Coordinators in Client Services.  Through leadership, training and development of staff members, this position will ensure client requirements are achieved and resources are maximized to their full potential.  A successful supervisor always has our client’s interests in mind by ensuring escalations are addressed quickly, appropriately and that consumer-facing discussions are effective and handled with empathy. Additionally, this position will coordinate with internal project team members to supervise other case-specific activities supporting escalation work, updating FAQs/Scripting, quality assurance and critical client requirements.

Job Responsibilities


  • Supervise the daily performance of Project Attorneys to ensure a high level of productivity, quality, and customer satisfaction.  Provide a positive climate for optimum employee performance.

  • Coach, mentor and develop a team of direct reports, conducting quarterly performance reviews that motivate your direct reports and boost their productivity.

  • In partnership with our Training Team, develop training curriculum and facilitate training classes as needed.

  • Monitor employees work product and ensure consistency and quality across varying job types. Establish, document and communicate expectations for the work being performed. Where applicable, track and provide coaching to employees not meeting team standards. Identify key strengths and abilities in direct reports and create plans for professional development. Provide timely feedback for corrective action. Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard; provide feedback to the Project Attorneys and assist the Project Manager in gathering scores and call details for the client.

  • Maintain proficient understanding of company policies and procedures, department goals, and business plan.  Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service.  Provide continued evaluation of processes and procedures.

  • Assist Project Manager with client-facing communications in a timely and accurate fashion that builds a rapport with clients and collaborates in a consultative manner. Actively listen to clients, understand their needs, and appropriately represent the client’s needs internally.

  • Workforce Management: Ensure the team is adequately staffed by creating schedules, monitoring forecasted work and ensuring adherence to schedules. Reviewing and approving time off requests and daily time entries ensuring accuracy. Analyzing work produced compared to time billed to ensure it aligns with expectations. Assist the team in professional development by learning their strengths and goals and developing plans to help them achieve those goals. Act as a liaison between the Project Attorneys, Project Managers, and Client Services management.  Ensure communication is established between all parties.  Develop and maintain good working relationships with other departments to meet customer and employee needs.

  • Work with Remediation project teams to update call agent scripting, FAQs, and procedures as needed.

  • The Client Services Supervisor is directly or indirectly responsible for recruiting, training, supervising, and evaluating department staff, and establishing programs to ensure that department staff members are well trained and supported.  A critical component of the job is to manage and resolve difficult client situations.  Client Services Supervisors are responsible for succession planning and building a strong talent pool.

Required Qualifications & Characteristics


  • Outstanding written and verbal communication skills are required. Ability to clearly communicate complex ideas to diverse audiences. Ability to effectively organize and manage multiple initiatives simultaneously.

  • Must have strong experience in the areas of staff development and direction, training, quality assurance, active/effective listening and document preparation.

  • Bachelor's degree in management or other relevant industry field is preferred.

  • Experience with MS Office Suite, specifically Word, Excel, Access and Outlook

The characteristics of a successful leader at Epiq includes the following:


  • An inspirational and personalized leadership style;

  • Structured and precise with a results-based approach to business;

  • Personal buy-in to our cultural values with a passion for associates, customers, and products;

  • Known to be approachable and down-to-earth;

  • Acknowledges and gives credit and thanks to others;

  • Demonstrates full commitment and offers tactical strength through regular oversight;

  • Strategic strength through consistent execution, speed, decisiveness, and risk taking;

  • Focused, sophisticated presence;

  • Consensus builder, collaborative, flexible thinking and agile; and

  • Brevity and to-the-point.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.





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