Senior Records Specialist: Escalations & CRM Ops

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

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.