Document Specialist

Responsibilities

• Handle customer inquiries and escalations, collaborating with customer support, customer success managers, and field affiliates, with specific focus on timely deployment and status updates, accuracy of work orders, and responsiveness.
• Achieve stated productivity goals and generate daily/weekly reports for management on individual metrics as required.
• Develop and constantly improve systems for tracking orders and responsibilities for maximum efficiencies for our customers.

• Process‑driven experience with ability to adapt and change; ability to multi‑task and adapt to new processes crucial.
• Legal/Litigation background – 1–2 years (or more) of legal/litigation support or similar experience (California experience preferred).
• Problem‑solving and poise – ability to multi‑task and problem‑solve; also, exercise patience and remain calm in stressful situations.
• Customer focus – experience in keeping the customer (whether external or internal) as a constant element in decision‑making.
• Technology – solid computer and technical skills (experience with Outlook/Microsoft Office suite and Adobe Acrobat imperative; Slack and Service Cloud a big plus).
• Quality – high degree of detail and accuracy, learns from mistakes so that they never re‑occur; reliability a huge factor as well.
• Communicator – strong verbal and written communication skills.
• Attitude – having a positive outlook and a sense of humor to deal with the inevitable frustrations is a plus.
• Must reside in the United States.
• Must be available to work on‑site a minimum of 3 days per week at our Petaluma office location.