Full-Time Client Services Specialist

• Provide exceptional customer service & product/service information at front house, via telephone and email
• Building relationships with assigned accounts
• Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
• Build sustainable relationships, connections and trust with customers & experts through open and interactive communication, resolution of issues and delivering on promises
• Supporting the National Operations Manager with ad hoc tasks
• Work collaboratively with all departments to support customer and expert needs
• Working towards and achieving company KPI’s and objectives for expert bookings, customer onboarding & customer service
• Create bookings for clients from telephone or email correspondence; 
• Generate sales leads that develop into new customers; 
• Cross-sell experts and specialties to customers; 
• Manage all aspects of the bookings process via Salesforce; 
• Assist in training lawyer/insurers/experts in the use of Salesforce as required; 
• Manage all aspects of appointments - file and client throughout.
• Regular communication with General Manager;  
• Communicate effectively with File Team and QA; 
• Adhere to quality standards as per SOPs.
• Responding to enquiries sent to info@lexmedicus.com.au; 
• Competency in document management capabilities
• Keep up to date with key administrative knowledge in order to provide effective support as requested;  
• Participation in regular business development updates and training as part of weekly team meetings; 
• Promotion of Lex Medicus on social media; 
• Attending Lex Medicus seminars, functions and training days as required; 
• Business development communications with lawyers and clients. 
• Managing Expert availability and supporting their needs in order to enhance their experience
• Ensure that facilities are suitable for expert needs; 
• Identify risks and opportunities relating to service with experts; 
• Identify risks and opportunities in experts’ schedules. 
• Build rapport with experts, identifying and assessing their needs to achieve satisfaction and retention
• Promote and support practices that are inclusive, responsive, safe and accessible.

Qualifications and Experience

Specific Knowledge and Skills

• Legal, insurance or medical industry experience – highly regarded
• Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service.
• Strong organisational and time management skills
• Strong team player
• Excellent communication skills and ability to negotiate successful outcomes with customers
• Attention to detail
• Professional & immaculately presented
• Adaptable and reliable