Senior Records Representative

U.S.-Legal-Suppor; Houston (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

PTO and 9 paid holidays

Short- and Long-Term Disability.

Employee Assistance Program

Flexible Spending Accounts and Commutr

Job summary

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

You will respond to calls and emails, coordinate with custodians, and ensure timely delivery of records. Ideal candidates have 2–4 years in fast-paced customer service (B2B preferred), strong communication, and CRM proficiency.

Qualifications

• 2–4 years in a fast-paced customer service contact environment (B2B preferred).
• Proven success in collections and/or customer service with stable work history.
• CRM software experience required.

Responsibilities

• Respond to inbound and outbound calls and emails while managing escalations.
• Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
• Advise custodians on actions and strategies for record collections.

Skills

Strong communication

Detail-oriented

B2B experience

Education

High School Diploma

Relevant college coursework or certification

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.