Senior Records Representative

U.S.-Legal-Suppor; Houston (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) with Company Match

PTO & Holidays

Disability Insurance

EAP

Job summary

U.S. Legal Support in Houston, TX is seeking a Senior Records Representative to manage escalations, train new teammates, and ensure timely retrieval of records. This onsite role emphasizes accuracy, strong communication, and customer service excellence within a fast-paced Records department.

The ideal candidate will have 2–4 years in a high-volume environment, CRM experience, and exceptional organizational skills. Onsite location in Greenspoint with standard business hours.

Qualifications

• 2-4 years in high-volume customer service or contact center.
• Experience with CRM software and data entry.
• Strong verbal and written communication skills.
• Excellent organizational and detail-oriented approach.
• Ability to manage multiple priorities in a fast-paced environment.
• High School Diploma or equivalent required.

Responsibilities

• Respond to calls and emails, handling escalations professionally.
• Coordinate with custodians to fulfill record requests timely.
• Maintain positive relationships with customers, clients, and custodians.
• Advise custodians on actions to collect records efficiently.
• Serve as liaison between custodians and customer service for retrieval.
• Track requests in CRM, ensure data accuracy and compliance.
• Follow up on outstanding requests and overdue records.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Attention to detail

Multitasking ability

Education

High School Diploma or equivalent

College coursework or professional certifications (preferred)

Tools

CRM software

Job description

TX-Houston-16825 Northchase Dr, Houston, TX, US

6 days ago Requisition ID: 3858

Senior Records Representative

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

• Relationship Building
• Problem Solving
• Communication Skills
• Time Management
• Attention to Detail

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
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)