Description

PURPOSE OF THE POSITION

• Support the Digital Transcription Manager in building and leveraging strong relationships with transcription resources by assigning transcriptionists to jobs based on their capacity, performance, and RARE (revenue after reporter expense) margin

• Provide excellent client service for client inquiries about jobs pertaining to digital reporting

• Support delivery of service excellence by inspecting the digital reporter’s work product quality before assigning transcriptionists

JOB DUTIES:

• Respond to inquiries submitted via ticketing queue, by researching multiple platforms, to answer questions including but not limited to:

  • Invoice Inquiries/Disputes

  • Orders (New, Expedites, Additional Copy Order, Late Copy Order, Backorder)

  • Job Settings

  • Turnaround time and capabilities for transcript delivery

• Review files uploaded by the digital reporter for quality, content, and accuracy: files include:

  • Audio files

  • Annotations

  • Exhibits

• Collaborate with the Digital Transcription Manager to assign the most appropriate transcription resource to every job, in consideration of RARE margin as well as service partner capacity and performance

• Provide the transcription vendor access to pertinent files on BOX.com, including but not limited to:

  • Primary Audio

  • Backup Audio

  • Annotations

  • Exhibits

  • Notice

  • Digital Reporter’s Signature

  • Metadata

• Reviews BOX.com to retrieve and upload exhibits for jobs taken by a digital reporter pending turn-in on NetSuite

• Notifies the attorney/witness of issues with exhibits files that must be mitigated by the attorney/witness.

Qualifications

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES:

• High emotional intelligence and passionate about premium client care

• Ability to learn Company’s technology platform

• Professional personal presentation

• Ability to thrive in fast-paced environment

• Highly developed sense of discretion and confidentiality

• Detail-oriented with the ability to plan work effectively

• Meets assigned deadlines and makes sound decisions

• Ability to multitask and shift priorities

• Maintains regular and acceptable attendance

• Superior interpersonal, verbal/written communication, and organizational skills

• Capable of taking direction from more than one supervisor

• Demonstrated commitment to company objectives and client service

• Knowledge of MS Office Suite, including Publisher, Excel, and PowerPoint

MEASUREMENTS OF SUCCESS:

• All jobs are assigned to the transcription vendor within two business hours of receiving the files from the digital reporter

• Consistency of utilization of local/independent transcriptionists and transcription affiliates

• Confirms all exhibits provided by the attorney/witness are uploaded to NetSuite prior to transcript turn-in

• Client retention and satisfaction

MINIMUM QUALIFICATIONS:

• High school diploma or GED equivalent

• Prior experience in a customer service driven industry

• Experience, or capacity to learn, NetSuite systems

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.

• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.