Lead, Record Retrieval Team: Coach & Optimize Performance

U.S. Legal Support; Fort Lauderdale (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

U.S. Legal Support in Fort Lauderdale seeks a Team Lead - Record Retrieval Specialist to oversee daily operations of the record retrieval team, coaching staff, and ensuring timely and accurate processing of requests.

You will distribute workloads, handle escalations, monitor performance, and drive process improvements while maintaining compliance with company policies; this role offers growth in a fast-paced, service-driven environment.

Qualifications

• Associate degree required.
• 3-5 years of experience in client service, customer service, or a related field.
• Prior experience in legal or medical record retrieval preferred.

Responsibilities

• Lead by example by actively working alongside Record Retrieval Specialists (RRS I & II).
• Distribute workload across team members, including calls, submitted requests, emails, and notifications.
• Manage escalations and prioritize oldest work orders to ensure timely completion.
• Provide ongoing coaching, feedback, and instruction in a positive, supportive manner.
• Monitor team performance and ensure adherence to established workflows and schedules.
• Respond to and resolve client inquiries and escalations with a focus on customer satisfaction.

Skills

Leadership

Adaptability

Analytical thinking

Technical skills

Communication

Problem solving

Education

Associate degree

Tools

Microsoft Office

Adobe Acrobat

File management systems

Job description

U.S. Legal Support in Fort Lauderdale seeks a Team Lead - Record Retrieval Specialist to oversee daily operations of the record retrieval team, coaching staff, and ensuring timely and accurate processing of requests.

You will distribute workloads, handle escalations, monitor performance, and drive process improvements while maintaining compliance with company policies; this role offers growth in a fast-paced, service-driven environment.