Senior Records Representative

Senior Records Representative

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

• 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.

• 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.

• 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.

• Business-to-business (B2B) customer service experience.
• Collections or records retrieval experience.
• Relevant college coursework or professional certifications.

• Customer Service Excellence
• Relationship Building
• Problem Solving
• Communication Skills
• Time Management
• Attention to Detail
• Training & Mentoring
• Adaptability

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• 9 Paid Holidays
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• Commuter Benefits

If you are a motivated professional who thrives in a customer-focused environment and enjoys helping others succeed, we encourage you to apply today and become part of the U.S. Legal Support team.