Texas Legal is a nonprofit 501(c)6 legal insurance program founded in 1972 by the State Bar of Texas and the Texas State Legislature in an effort to better meet the legal needs of Texans. Members pay premiums into the program and are eligible to seek legal services from a network of Participating Attorneys at virtually no cost to them.
Texas Legal is currently seeking a Vice President of Customer Service who will lead our Member Services and Provider Relations teams. This role is critical in ensuring exceptional service for both members and providers while carrying out Texas Legal's mission and vision. The ideal candidate will have a proven track record of developing and implementing customer service strategies, driving operational excellence, and fostering a positive customer-first culture. The Vice President of Customer Service will serve as an executive member of the organization.
KEY RESPONSIBILITIES
Leadership & Strategy:
Develop and implement a comprehensive customer service strategy for the Member Services and Provider Relations teams
Set clear goals and performance metrics for each team, ensuring alignment with organizational objectives
Hold individuals accountable to these goals and metrics, providing coaching and feedback to drive performance
Lead and inspire Member Services and Provider Relations teams, fostering a positive culture of accountability, engagement, and continuous improvement across member and provider interactions
Collaborate with the Executive team to drive organizational growth and operational excellence
Operational Management:
Oversee the daily operations of Member Services and Provider Relations teams, ensuring service delivery excellence across all channels (phone, email, portals, etc.)
Ensure member and provider inquiries, complaints, and feedback are addressed efficiently, focusing on timely resolution and relationship management
Implement innovative customer service best practices, technologies and systems to optimize processes and improve efficiency to enhance the overall experience for employees, members, and providers
Represent the organization at group and community events
Attend all Board meetings, providing reports and updates on customer service initiatives, current projects, and organizational results
Customer Experience Management:
Develop initiatives to improve satisfaction, retention, and loyalty among members and providers
Monitor feedback and analyze data to identify trends and areas for improvement in both Member Services and Provider Relations
Collaborate with internal teams to ensure feedback from members and providers is integrated into service enhancements and product offerings
Team Development:
Recruit, train, and mentor high-performing individuals for both Member Services and Provider Relations
Set performance expectations, track progress, and hold team members accountable for achieving their goals
Develop and manage KPIs to monitor performance at daily, weekly, quarterly and annual intervals and implement corrective action as needed
Foster a collaborative and results-driven environment, encouraging professional growth and development at all levels
Compliance & Risk Management:
Ensure the Member Services and Provider Relations teams comply with all legal and regulatory requirements
Implement risk management practices to protect the organization and ensure the highest standards of service for members and providers
Other duties as assigned
KNOWLEDGE, SKILLS & ABILITIES
Proactive & independent self-starter, with a strong work ethic
Strong strategic thinker with multi-tasking implementation abilities
Exceptional written and verbal communication skills
Strong organizational and time management skills, with outstanding attention to detail and accuracy
Excellent collaborative, team building, and project management skills
Proficient in Microsoft Office Suite
Must possess strong problem-solving ability and analytical skills
Ability to multitask and demonstrate a high degree of flexibility
Excellent interpersonal skills with the ability to function as a member of a dynamic team
Understanding of data analytics and customer feedback tools
EXPERIENCE & QUALIFICATIONS
Bachelor's or Master's degree in Business, Marketing, Communications, or a related field
10 years of experience in customer service or a related field, with at least 5 years in a senior leadership role
Proven ability to lead diverse teams and scale customer service operations
Strong understanding of customer experience best practices
Salary is negotiable and is dependent upon qualifications.