Contact Center Operations

Company: Daniel Stark Law
Location: Bryan
Posted on: May 17, 2023

Job Description:

Location: Bryan, Texas -Job Summary -Do you love helping people during a time of need? Are you looking for a career that is high-paced? Have you been dreaming about a work environment where you can thrive? Look no further! At Daniel Stark, you'll get the opportunity to help dozens of people connect with the right law firms, work with high-performing team members, and much more! You'll be ensuring that Daniel Stark's brand promises are conveyed with the highest level of customer service, and ultimately fulfill our core purpose - keep people from getting screwed by big insurance. - - -The Breakdown -

• Maintain a team of A Players; well trained, high performing, culture champions who reach their KPIs -
• Provide care, performance accountability, coaching, and resources for each team member through consistent coaching. -
• Analyze and Optimize systems and processes for an efficient and agile department capable of handling generous volume growth. -
• Daily data analytics of all leads and moving them through the sales funnel. - - -Why Us -You could take your talents anywhere. We know that. You know that. So, let's cut to the chase - we're a plaintiff personal injury law firm that started over 20 years ago and has grown into a multi-million-dollar boutique law firm with over 140 team members. We take our clients seriously and fight against big insurance companies trying to screw them over. We are aggressive advocates. We will exhaust every option, every avenue to get our clients what they deserve. Just look back at our successful history of thousands of clients who we've built relationships with to see the proof. - - -But what sets us apart? Our commitment to top-tier office culture. Across our five office locations dispersed through central and east Texas, you'll find a team who exceed in excellence in their work ethic, enthusiasm, and commitment to our social contract. It's no wonder we have a high retention of employees. But don't just take our word for it. See what our current employees think! - -"DS is respected, valued, and we all learn from people that love to do what they do. We have the "work and life balance" many firms don't have, and the culture of this Firm is like no other." - -"I've been with DS for 6+ years and I don't see myself anywhere else. I not only love my job, but I also love and admire how DS takes great care of all the incoming calls/cases. We don't discriminate or see the cases as a "pot of gold" we do our best to deliver great service and open our hearts to everyone that is in desperate need of help." - -"If I had to use one word to describe Daniel Stark it would be intentional. Intentional in their hiring. Intentional in the cases they take and how they treat their clients. Intentional in the professional development of their staff - attorneys AND support staff. Everything is carefully thought through from the social contract to the operational processes and employees and clients alike are treated with the utmost care and respect. The genuine care they bring to every level of the business is rare and makes this a place I see myself staying for the duration of my career." - -As much as we want you to sell us on why you're our ideal candidate, we want to sell you on why we think we're your ideal place to work. We may be biased, but Daniel Stark is one of the most rewarding places to develop and grow your professional work experience. Apply now and experience it for yourself. - -Our Core Values -
  • Work Hard, Play Hard -We want you to give your 100% in the office AND outside the office. In fact, you MUST take 5 days off in a row at least once a year. In addition, we have team trips and excursions to bond and play hard together. (Check out the pics/videos from this year's trips to Disney World and Colorado on our Facebook page!) - -
    • Be Remarkable -Go above and beyond for your team. They'll do the same for you. We want people remarking about the work we do, and the high level of quality provided, because that's how we know we're giving our 100% - not the bare minimum. -Appreciate those that do remarkable work. We believe everyone should take time to recognize the hard work of those around you! It has a huge impact on the health and positivity of our team. - -
      • Do It All, Do It Right, Do It Now -Get s**t done! The right way, the first time, when it needs to happen. 'Nuff said. - -
        • Arms Out, Thumbs Out -Our five offices are filled with positive supportive team members who have your back. We love the team player mentality our team has and seeing how everyone supports and helps each other. - - -Experience -
          • Experience in a contact center managing the day-to-day including strategic planning, quality adherence, and service delivery. -
          • Proven track record of innovative sales process design, writing training plan and standard operating procedures and implementation for higher customer satisfaction and retention. - -
          • Well-versed in critical sales data points, data reporting, and data analytics for data-driven decisions/solutions. - -
          • Successful track record of leading and managing a team of 20+ for increased job satisfaction and culture. -
          • Experience in leveraging technology and communications to achieve departmental and company goals - -
            • 5+ years in multi-channel operations and customer success leadership. - - -Remarkable Qualifications (what sets you apart) -
              • Experience in working in Personal Injury law. -
              • An aptitude for conflict resolution, problem solving and negotiation -
              • Working knowledge in Salesforce -
                • Bilingual - fluent in Spanish - - -Benefits -Rewarding Your Hard Work -
                  • Salary $75K + depending on experience and qualifications -
                    • Team trips locally, nationally, and abroad - -How we help you focus on your health and wellbeing -
                      • A variety of health coverage plans by Blue Cross Blue Shield to fit you and your family's needs- Medical, Dental and Vision plan's available -
                      • Monthly social events -
                      • In-office perks, including snacks, biweekly breakfast, all you can drink coffee, tea, and more! -
                        • Gold's Gym Membership - Discounted Rate
                        • Continual professional development opportunities -Your future and family are important to us too! -
                          • 401 (k) plan; matching up to 4% -
                          • Life insurance -
                            • A long-term disability policy -We want to look after your work life balance -
                              • Flexible schedule (Hybrid in office/WFH available) -
                              • Day off to celebrate your birthday -
                              • Generous PTO -
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Keywords: Daniel Stark Law, Bryan , Contact Center Operations, Other , Bryan, Texas