Client Services Advisor

Founded by attorneys in 1969, the CPA Global business has come a long way from those early beginnings. In just four decades, we’ve grown to be one of the leading legal outsourcing companies in the world, offering a full range of general legal and intellectual property (IP) support services.

With offices across the United States, Europe, Asia and the Pacific, CPA is well placed to support attorney firms and corporate clients with a diverse set of legal and IP specific needs.

We provide services such as document review, contract management and litigation support right through to top end intellectual property software, renewals and data management, research and consulting – assisting busy law firms and corporate legal departments throughout the litigation and IP lifecycle.

Summary 

Provides high quality frontline service and support to clients.  Works to help establish CPA Global Client Service Centre as the premier service provider in our marketplace.  Continuously focused to improve client service while reducing risk to the business.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide a constant and high quality service support to clients on a day-to-day basis by:

·         Logging, responding and resolving incoming telephone, email, fax and mail queries for clients:

·         Courteously

·         Professionally

·         Promptly

·         Efficiently

·         Providing personalized and proactive service that increases client satisfaction by:

·         Anticipating client needs via research and greater client familiarity.

·         Developing clients’ knowledge and familiarity with CPA’s services.

·         Encouraging them to make full use of CPA’s features and services.

·         Managing and meeting clients’ expectations.

·         Consistently meeting or exceeding the standard turnaround deadlines for all query types. Monitoring and managing personal query workload.

·         Requesting additional support for the research/answer of complex queries.  Effectively utilizing all CSC resources to resolve client issues.

·         Communicating effectively to all customers to ensure they receive a professional, efficient and high-level renewal service at a cost-effective price.

·         Continuing to explore, consider and understand both internal and external client requirements and provide quality solutions.

·         Performing the day-to-day servicing of clients in support of the Client Service Centre and other teams as needed.

·         Providing support on business initiatives to improve quality of service to meet company objectives.

·         Work effectively with other departmental team members where there are overlaps in client relationships.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience:  Associates Degree or one to two years’ related experience and/or training; or equivalent combination of education and experience.