Customer Service Rep

Location:

Houston, TX (Onsite)

Schedule:

Monday-Friday | 8:00 AM - 5:00 PM

US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently.

We're looking for a reliable, detail-oriented professional who enjoys helping others, solving problems, and delivering exceptional service. If you thrive in a fast-paced environment, communicate effectively, and genuinely enjoy building relationships with clients, we'd love to hear from you.

As a Customer Service Representative, you will serve as a primary point of contact between our clients and internal departments. You'll play a vital role in ensuring inquiries are handled promptly, issues are resolved effectively, and clients receive the high level of service they expect from US Legal Support.

The ideal candidate is organized, customer-focused, adaptable, and able to manage multiple priorities while maintaining professionalism and accuracy.

• Build and maintain strong client relationships with a focus on customer satisfaction and retention.
• Serve as a primary point of contact for client inquiries and requests.
• Communicate professionally with clients via phone, email, and other communication channels.
• Provide timely updates regarding orders, requests, and account activity.
• Deliver exceptional customer service while maintaining a positive client experience.

• Process and respond to emails, calls, and messages requiring immediate attention.
• Accurately document client interactions, inquiries, and resolutions within company systems.
• Research and resolve client concerns and service-related issues.
• Escalate complex matters appropriately while maintaining ownership of the client experience.
• Follow established service standards and response time expectations.

• Provide administrative support to clients and internal departments.
• Partner with Operations, Records, Billing, and other teams to ensure client needs are met.
• Maintain accurate records and documentation.
• Follow HIPAA-compliant communication procedures, policies, and guidelines.
• Assist with special projects and additional responsibilities as assigned.

• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Strong organizational and multitasking skills.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and critical-thinking abilities.
• Attention to detail and commitment to accuracy.
• Ability to adapt to changing priorities and client needs.
• Positive attitude and team-oriented mindset.

• High School Diploma or equivalent.
• Minimum of 2 years of customer service, client support, or related experience.
• Strong written and verbal communication skills.
• Ability to multitask and manage competing priorities.
• Proficiency with Microsoft Office and web-based applications.
• Professional phone and email etiquette.

• Bachelor's degree.
• Experience in legal services, litigation support, healthcare, or another service-based industry.
• Experience working with CRM or customer management systems.
• Administrative or office support experience.

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and 9 Company Holidays
• Paid Parental Leave
• Life Lock Identity Protection
• Flexible Spending…