Senior Records Representative

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.

Location: Onsite - Houston, TX (Greenspoint)
Schedule: Monday - Friday, Standard Business Hours

Key Responsibilities:

Customer & Custodian Relations:

• Conduct 75-85 outbound calls per day to organizations in a performance-based environment.
• Respond to inbound 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.

Training & Leadership:

• Train new hires and provide ongoing coaching for current employees in partnership with the training coordinator.
• Monitor Records Representative calls for quality assurance and process adherence.
• Assist in developing and improving training materials and customer service strategies.

Qualifications:

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.

Skills:

• Active listening and persuasive communication.
• Critical thinking and problem-solving abilities.
• Strong customer service orientation.
• Attention to detail and organizational skills.
• Excellent verbal and written communication.

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.
• Paid Parental Leave.
• Short- and Long-Term Disability.
• Employee Assistance Program.
• Flexible Spending Accounts and Commuter Benefits.

If you are a motivated and results-driven professional looking to make a significant impact, apply today!