Senior Records Representative

U.S. Legal Support; Houston (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with Company Match

Paid Time Off

Job summary

U.S. Legal Support in Houston, TX is seeking a Senior Records Representative who excels in high-volume environments. This onsite role supports the Records department by handling escalations, training new team members, and ensuring timely, accurate retrieval of records.

You will coordinate with custodians and customers, maintain CRM data, and mentor colleagues while upholding quality standards and exceptional service.

Qualifications

• 2-4 years of experience in a high-volume customer service or contact center environment.
• CRM software exposure or experience.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• High School Diploma or equivalent.

Responsibilities

• Respond to inbound/outbound calls and emails while handling escalated issues.
• Communicate with custodians to confirm receipt of record requests and ensure timely fulfillment.
• Build and maintain positive relationships with customers, clients, and custodians.
• Advise custodians on actions required to facilitate record collection.
• Coordinate follow-up activities and communications with leadership as needed.
• Ensure adherence to company policies, procedures, and quality standards.

Skills

Customer service

Communication

Attention to detail

Multitasking

Training/mentoring

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Position Overview

U.S. Legal Support is seeking an experienced and customer-focused Senior Records Representative to join our team in Houston, TX. This role serves as a key resource within the Records department, assisting with escalations, training new team members, and ensuring the timely and accurate retrieval of records. The ideal candidate will possess strong communication skills, exceptional attention to detail, and a commitment to delivering outstanding customer service.

Location

Houston, TX (Greenspoint) - Onsite

Schedule

Monday-Friday, Standard Business Hours

Key Responsibilities

Customer & Custodian Relations

• Respond to inbound and outbound calls and emails while managing escalated issues and maintaining the "Do Not Call" list.
• Communicate with custodians to confirm receipt of record requests and ensure timely fulfillment.
• Build and maintain positive working relationships with customers, clients, and custodians.
• Advise custodians on actions required to facilitate successful record collection efforts.
• Serve as a liaison between custodians and Customer Service Representatives to ensure efficient record retrieval.

Operational Excellence

• Track, monitor, and update requests within CRM systems, ensuring data accuracy and compliance.
• Proactively manage outstanding requests and overdue records to drive timely resolution.
• Document custodian interactions, inquiries, and resolutions thoroughly and accurately.
• Coordinate follow-up activities, escalation calls, and communications with leadership as needed.
• Ensure adherence to company policies, procedures, and quality standards.
• Serve as a resource for resolving complex customer and custodian issues.

Qualifications

Required

• 2-4 years of experience in a high-volume customer service or contact center environment.
• Customer Relationship Management (CRM) software experience.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• High School Diploma or equivalent.

Preferred

• Business-to-business (B2B) customer service experience.
• Collections or records retrieval experience.
• Relevant college coursework or professional certifications.

Core Competencies

• Customer Service Excellence
• Relationship Building
• Problem Solving
• Communication Skills
• Time Management
• Attention to Detail
• Training & Mentoring
• Adaptability

Benefits

U.S. Legal Support offers a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• 9 Paid Holidays
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• Commuter Benefits