Midwest Disability · 22 hours ago
Client Services Supervisor
Coon Rapids, MN
Full-time
Onsite
Mid, Senior Level
$46K/yr - $55K/yr
3+ years expMidwest Disability is a Social Security Disability law firm seeking a Supervisor for their Applications Department. The role involves overseeing daily operations, ensuring efficient processing of Social Security Disability applications, and maintaining high levels of client satisfaction while providing leadership and coaching to staff.
ConsultingLaw EnforcementLegal
Responsibilities
Directly oversee daily operations of the Application Department and support teams, including workload distribution, priorities, and service levels
Provide coaching, feedback, and training to assigned staff; foster accountability and professional development
Conduct regular performance reviews in partnership with the new Client Manager and implement improvement plans when needed
Participate in interviewing and onboarding new staff members
Ensure prompt client contact to maximize conversion and application completion rates
Respond to client escalation with professionalism, providing timely updates and resolutions
Oversee receipt and processing of retainers and application documentation to ensure timely case handling
Maintain and enforce consistency in policy and process execution across the team
Monitor team performance metrics and identify trends or issues impacting productivity or quality
Audit files and tasks for accuracy, completeness, and adherence to established procedures
Develop and update training materials, documentation and work instructions for all departmental process
Coordinate with management to address workflow inefficiencies, system needs and process improvements
Communicate new policies and process updates clearly to staff
Work collaboratively with other departments to ensure smooth client handoffs and consistent service
Identify and escalate systemic issues or client-impacting concerns to management
Maintain security and confidentiality standards
Perform additional duties as assigned
Qualification
Required
3+ years experience in a call center or customer service position
Prior supervisory experience required
Demonstrated experience managing performance metrics and achieving department goals
Experience with coaching, performance improvement, and employee development
Strong work ethic and high expectations for personal and employee performance
Demonstrates integrity, fairness, and consistency in leadership
Strong decision-making skills and accountability in managing workload distribution, attendance and quality standards
Proficient in Microsoft programs
Excellent supervisory and interpersonal skills
Strong oral and written communication
Strong time management skills; able to prioritize competing demands effectively
High school or equivalent (Required)
Preferred
training/coaching staff: 2 years (Preferred)
Customer Service: 2 years (Preferred)
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Company
Midwest Disability
Midwest Disability is a law firm that specializes in social security disability insurance and supplemental security income claims.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase