Senior Records Representative

ADP, Inc.; Houston (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

PTO & Holidays

Disability

Employee Assistance Program

Flexible Spending Accounts

Commuter Benefits

Job summary

U.S. Legal Support is seeking a Senior Records Representative to handle escalations, train new employees, and manage record retrieval processes while maintaining excellent customer service.

The role requires 2–4 years in a fast-paced customer service environment, CRM experience, and a High School Diploma or equivalent. Join our team to drive efficient record retrieval and quality customer interactions.

Qualifications

• 2-4 years of experience in a fast-paced customer service contact environment (B2B preferred).
• Proven success in collections and/or customer service with a stable work history.
• CRM software experience required.
• High School Diploma or equivalent; relevant college coursework or certification preferred.

Responsibilities

• Respond to inbound and outbound calls and emails while managing escalations and the “do not call” list.
• Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
• Establish and maintain effective and cooperative working relationships with customers, clients, and custodians.
• Advise custodians on necessary actions and strategies for record collections.
• Act as a liaison between custodians and Customer Service Representatives to facilitate efficient record retrieval.
• Track and update records using CRM software, ensuring accuracy and compliance.

Skills

Customer service

CRM software

Communication

Education

High School Diploma

Tools

CRM Software

Job description

Are you an experienced customer service professional with strong communication skills and a keen eye for detail? U.S. Legal Support is looking for a Senior Records Representative to join our team! In this role, you will be responsible for handling escalations, training new employees, and managing record retrieval processes while ensuring excellent customer service.

Key Responsibilities

Customer & Custodian Relations

• Respond to inbound and outbound calls and emails while managing escalations and the “do not call” list.
• Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
• Establish and maintain effective and cooperative working relationships with customers, clients, and custodians.
• Advise custodians on necessary actions and strategies for record collections.
• Act as a liaison between custodians and Customer Service Representatives to facilitate efficient record retrieval.

Operational Excellence

• Track and update records using CRM software, ensuring accuracy and compliance.
• Monitor outstanding requests and overdue records, taking appropriate action for resolution.
• Maintain detailed documentation of custodian interactions, inquiries, and resolutions.
• Organize follow-ups, escalation calls, and coordinate with supervisors as needed.
• Ensure that all processes align with company policies and quality standards.

Education & Experience

• 2-4 years of experience in a fast-paced customer service contact environment (B2B preferred).
• Proven success in collections and/or customer service with a stable work history.
• Customer Relationship Management (CRM) software experience required.
• High School Diploma or equivalent required; relevant college coursework or certification preferred.

Perks & Benefits

At U.S. Legal Support, we offer a comprehensive benefits package, including:

• Medical, Dental, and Vision insurance.
• 401(k) with company match.
• Paid Time Off (PTO) and 9 paid holidays.
• Short- and Long-Term Disability.
• Employee Assistance Program.
• Flexible Spending Accounts and Commuter Benefits.