Team Lead - Client Services

Avalon opened in 2000 with three people in Syracuse, NY, providing high-quality legal copy services. Today, we’re way more than just legal copy pros. Our team of 200+ – located across the U.S. in eight offices in six states – includes experts in cybersecurity, eDiscovery, managed office services (MOS), and other progressive, recession-proof, always-evolving service offerings!

Our startup feel, collaborative culture, and open, casual atmosphere (not to mention the random pizza parties and happy hours) make Avalon a great place to work. So, if you’re a hard-working, detail-oriented, genuinely nice person who wants to join a team of amazing people with a passion for solving client challenges (and for having fun), apply now!  
 
Job Summary: 

The Client Services Team Leader is responsible for the overall management of the service departments day to day operations. The Team Leader works closely with sales team members to ensure projects are put into production and delivered on time. The Team Leader helps to develop department policies and procedures to sustain the highest-level client satisfaction.

Schedule:

• Monday - Friday, 8:30am - 5:00pm 

Supervisor Responsibilities:

• Hires entry-level client service team members.
• Trains new team members on client service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned team.
• Conducts performance evaluations and 1 on 1 meetings that are timely and constructive.
• Handles discipline and termination of team members as needed and in accordance with company policy.

Job Responsibilities:

• Coordinates pick up and deliveries with sales and client services team members.
• Responsible for routine vehicle maintenance.
• Assists with pickup and delivering projects to client offices using company provided vehicle.
• Service all walk in clients with their project requests by providing product and service information.
• Direct all shipping and handling of client projects.
• Coordinate office meetups on a necessary basis.
• Gather all client instructions for projects at time of pick up.
• Check that all materials needed for each project are in house and arrange for purchase of any specialty items that are not on hand.
• Price and invoice each project assigned.
• Inputting project information per client instructions into Print Job Manager so production teams know how the project should be produced. 
• Price quoting for: new clients, walk in clients and small accounts.
• Resolve project issues with clients.
• Final check the completion of all jobs before they leave service department and head out for delivery.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Managing Partner or other appropriate team members. 
• Communicate department supply needs to department team lead.
• Maintain a clean company vehicle, communicate any cost related items to managing partner.
• Other responsibilities as assigned by management. 

Skills, and Abilities:

• Possess strong time management, communication, attention to detail and critical thinking skills.
• Ability to operate desktop computer, scanner and other common office equipment including copiers, printers, etc.
• Basic math and computer knowledge.
• Proficiency in all Microsoft Office applications and NetSuite preferred.

Education and Experience:

• Minimum of a high school diploma, associate degree in business or related field preferred
• 1-2 years of proven experience as a customer service rep, sales / admin assistant.
• Previous management experiences in a Team Leader role, highly desired.

Physical Requirements:

• Standing for long periods of time
• Making and receiving phone calls.
• Must be able to lift 50 pounds at times.
• Driving a motor vehicle

So, are you ready to click that button and take the next step in your career? We hope so!