The Ward Law Group, voted best places to work for the past two years is where your work really matters! Where serving the community and genuinely driving results have made us a leader in personal injury. We offer an innovated and fast paced ever evolving environment that allows you to earn as you grow. We empower our employees to make the best decision to impact our clients through collaborative team efforts.  We are a nontraditional, highly accountable, yet vibrant group of professionals. Get ready to experience a comfortable atmosphere as our onboarding process allows for a soft place to land.”

Our core values are service to our clients, service to our teammates, and service to the community. Along with faith, accountability, leadership, and loyalty

We are seeking an experienced and dedicated Customer Service Manager to lead our centralized team, develop high standards for client interactions, and maintain exceptional quality control. This role is pivotal to achieving our firm’s goal of maximizing client satisfaction and obtaining the maximum compensation for their injury claims. The ideal candidate is a results-oriented leader with excellent interpersonal skills, the ability to manage complex systems, and a commitment to fostering growth within their team.

Key Responsibilities

Strategic Development & Quality Assurance:

• Develop recommended standards and guidelines for screening, referrals, case reviews, advice, and brief services.
• Establish and monitor practice standards and systems to ensure quality control across all processes.
• Analyze and resolve quality and customer service problems and recommend system improvements.
• Define objectives, evaluate trends, and establish strategies to achieve monthly KPIs.

 Team Leadership & Management:

• Directly manage and supervise centralized team activities while collaborating with unit managers and practice group leaders.
• Plan and evaluate department activities to align with organizational goals.
• Recruit, coach, counsel, and discipline employees as needed.
• Communicate job expectations, monitor performance, and provide regular feedback to staff.
• Foster leadership development within the team through coaching and training initiatives.

Client Relationship Management:

• Serve as the primary contact for addressing escalated client issues, ensuring prompt and effective resolution.
• Engage with clients considering termination of their relationship with the firm to retain their business.
• Contact clients who have provided feedback on poor service experiences and work to restore satisfaction.

Training & Development:

• Coordinate team training programs to ensure readiness for delivering outstanding service.
• Participate in leadership training to enhance managerial skills and contribute to team performance.
• Organize and attend additional in-person trainings, including occasional weekend sessions, with 30-day advance notice.

Compliance & Work Environment:

• Ensure a safe, secure, and legal work environment by developing and enforcing systems, policies, and procedures.
• Promote personal and professional growth opportunities for team members.

• Proven experience in customer service management or a related leadership role.
• Strong interpersonal, communication, and conflict-resolution skills.
• Ability to manage and prioritize multiple responsibilities while maintaining attention to detail.
• Demonstrated success in coaching and developing teams to achieve high performance.
• Familiarity with quality control systems and KPI-driven management.
• Availability for occasional weekend training sessions with prior notice.

Why Join Us?

• Opportunity to lead a dynamic and motivated team.
• Make a meaningful impact on client satisfaction and firm success.
• Access to professional growth and leadership development programs.
• Collaborate with cross-functional teams in a supportive and innovative environment.

If you’re passionate about delivering exceptional customer service and leading teams to achieve excellence, we encourage you to apply for this vital role within our organization.

Salary range: $60,000 to $95,000 per year based on experience.

Working Schedule: Monday through Friday 9:00AM EST - 5:30PM EST

Job Location: On-Site from Miami Lakes, FL

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a 5% match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally, we provide confidential counseling services, mental health support, and financial guidance. Come make a difference for our clients!

All your information will be kept confidential according to EEO guidelines.