Client Support Analyst

U.S.-Legal-Suppor; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Parental Leave

LifeLock Identity Protection

Employee Engagement Activities

Job summary

U.S. Legal Support, located in Houston, TX, is hiring a Client Support Coordinator to be the primary contact for clients via phone and email. The role focuses on timely, accurate responses and mastery of all offered services.

Responsibilities include setting up client accounts, guiding new clients in using the portal, processing settled cases, and ensuring SLAs are met. A strong customer-service mindset is essential.

Qualifications

• Must have strong communication and problem-solving abilities.
• Detail-oriented with excellent listening skills.
• Professional email and phone etiquette and client-focused demeanor.

Responsibilities

• Investigate and research issues to ensure proper corrective action.
• Address client and sales partner inquiries promptly and drive to resolution.
• Set up new client accounts via the company portal.
• Coach and prepare new clients to use portal features effectively.
• Complete front-end processing for settled cases.
• Perform transcript and video status checks.
• Collaborate with other departments to fulfill requests swiftly.
• Suggest workflow improvements while meeting SLAs.
• Handle price quote inquiries for completed jobs.
• Perform other duties as assigned by leadership.

Skills

Attention to detail

Active listening

Communication

Problem solving

Customer focus

Reliability

Adaptability

Education

High school diploma

Associate degree (preferred)

Job description

At U.S. Legal Support, we' re committed to delivering best-in-class litigation support services to our clients nationwide. Our people are passionate, dedicated, and driven by the goal of providing exceptional service every day.

Position Summary

The Client Support Coordinator serves as the primary point of contact for clients, providing assistance via phone and email to ensure timely and accurate resolution of inquiries. This role is the subject matter expert for all services offered by U.S. Legal Support and requires strong customer service, professionalism, and problem-solving skills.

Essential Job Functions

• Investigate and research issues to ensure proper corrective action is taken.
• Quickly address client and sales partner inquiries and drive them to resolution.
• Set up new client accounts via the company portal.
• Direct, coach, and prepare new clients to use portal features effectively.
• Complete front-end processing for settled cases.
• Perform transcript and video status checks.
• Collaborate with other departments to resolve issues or fulfill requests swiftly.
• Work efficiently while suggesting improvements to workflow processes.
• Demonstrate genuine interest and retain knowledge of legal services offered.
• Ensure service level agreements (SLAs) are consistently met or exceeded.
• Perform other duties as assigned by department leadership.

Requirements

• 3+ years of experience in customer service or client solutions.
• Industry experience preferred but not required.
• Prior administrative or office experience a plus.

Skills & Attributes

• Strong attention to detail and active listening skills.
• Excellent communication and problem-solving abilities.
• Cheerful, professional, and client-focused demeanor.
• Dependable and reliable with a strong work ethic.
• Flexible and adaptable in a fast-paced environment.

We offer a comprehensive benefits package, including:

• Employee Engagement Activities and More!

About U.S. Legal Support

At U.S. Legal Support, we' re committed to delivering best-in-class litigation support services to our clients nationwide. Our people are passionate, dedicated, and driven by the goal of providing exceptional service every day.

Location: Houston, Texas (In Office)

Schedule: Monday - Friday 8:30 am - 5:30 pm

Position Summary

The Client Support Coordinator serves as the primary point of contact for clients, providing assistance via phone and email to ensure timely and accurate resolution of inquiries. This role is the subject matter expert for all services offered by U.S. Legal Support and requires strong customer service, professionalism, and problem-solving skills.

Essential Job Functions

• Investigate and research issues to ensure proper corrective action is taken.
• Quickly address client and sales partner inquiries and drive them to resolution.
• Set up new client accounts via the company portal.
• Direct, coach, and prepare new clients to use portal features effectively.
• Complete front-end processing for settled cases.
• Perform transcript and video status checks.
• Handle client inquiries regarding price quotes for completed jobs.
• Collaborate with other departments to resolve issues or fulfill requests swiftly.
• Work efficiently while suggesting improvements to workflow processes.
• Demonstrate genuine interest and retain knowledge of legal services offered.
• Ensure service level agreements (SLAs) are consistently met or exceeded.
• Perform other duties as assigned by department leadership.

Requirements

• High school diploma or equivalent required; Associate degree preferred.
• 3+ years of experience in customer service or client solutions.
• Professional email and phone etiquette.
• Industry experience preferred but not required.
• Prior administrative or office experience a plus.

Skills & Attributes

• Strong attention to detail and active listening skills.
• Excellent communication and problem-solving abilities.
• Cheerful, professional, and client-focused demeanor.
• Dependable and reliable with a strong work ethic.
• Flexible and adaptable in a fast-paced environment.

Perks & Benefits:

We offer a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance
• Parental Leave
• LifeLock Identity Protection
• Employee Engagement Activities and More!

Monday - Friday

8:30 am - 5:30 pm

40 hours