LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® ...
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The role is responsible for leading, recruiting, coaching, and developing the News, Finance, and Legal (NFL) Research Support Team. The Manager plays a key role in ensuring consistent high-quality support is provided to our internal and external customers. The role is an integral part in ensuring tickets, escalations and concerns are resolved in a timely manner.
Responsibilities
Providing new and existing customers with the best possible service in relation to legal research support inquiries, service requests, suggestions, and complaints.
Resolving customer inquiries and complaints fairly and effectively.
Providing product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Possess knowledge of sales processes and customer success strategies to enhance customer experience and drive positive outcomes.
Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines General Profile. Manages and is accountable for the performance of a medium-sized team of professional associates or multiple supervisors of business support/operation roles.
Accounting for the budget, performance, and results of a medium-sized team or multiple small teams of employees.
Developing and adapts departmental plans and priorities to address resource and operational challenges; receives minimal guidance from the manager.
Managing generally homogeneous team(s); adapts plans and sets priorities to meet service and/or operational challenges.
Requirements
Have a relevant degree in Law or equivalent
Must have extensive experience coaching others in a customer support environment
Must have excellent process, technical, and analytical skills
Must have the ability to deliver results within defined timeline
Must be detail-oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as needed
Must be thoughtful and proactive; can listen beyond what is being asked
Strong listening skills; open to input from other team members and departments
Be able to work with minimal supervision; takes high degree of ownership over their work
Be able to work nontraditional hours to support a global organization
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