Veritext - San Diego, CA

posted 24 days ago

Hybrid - San Diego, CA
Administrative and Support Services

About the position

Veritext is the global leader in legal litigation and deposition solutions providing the most skilled court reporters, advanced technology and unparalleled service to help our clients achieve successful outcomes anytime and anywhere! The Case Manager is the designated point of contact for large cases, ensuring exceptional service to clients, which is the foundation of our business.

Responsibilities

  • Understand Veritext products and services, their value and commensurate fees
  • Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc
  • Participate and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc
  • Understand Company targets and strive to meet and exceed
  • Ensure that departmental training materials are current, effective and utilized
  • Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
  • Be an active participant in the phone queues and Front mailboxes while meeting Operations Excellence goals
  • Align correct products/services information including features and benefits to client needs
  • Establish and manage cases within Vision; Be proactive in your approach
  • Fulfill client requests timely (in accordance with service-level agreements) including Revised Orders, special client requests, etc AND take appropriate action
  • Resolve issues and/or escalate as needed; coordinate/partner with applicable departments and/or colleagues (i.e. Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution
  • Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors
  • Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow-up! Notify reporters of dailies, expedites, etc.
  • Track incidents according to protocol
  • Proactively track assignment deadlines and follow up with reporters and vendors to ensure timely delivery to clients
  • Treat all Veritext Intra-Company jobs, consistent with Veritext standards
  • Ensure that all Vision entries (standing orders, notes, etc.) are clear, concise and consistent with client specifications
  • Encourage use of and manage all aspects of MyVeritext, including setting up USER ID's, establishing security rights and training users on features
  • Ensure coverage for all urgent after-hour requests that require immediate assistance/response before next business day
  • Take ownership of managing all aspects of large/mega cases
  • Recommend and implement improvements in process and procedures
  • Analyze data using all relevant tools and present solutions and ideas
  • Assist clients with on-line scheduling and access to transcripts and exhibits; track assignment status
  • Work with reporters and follow instructions on how to process deposition transcripts
  • Represent Veritext as a SPOC along with Account Executive for all scheduling, transcripts, standing orders, etc for the large cases they are responsible for

Requirements

  • Proficiency in MS Office required
  • Customer service oriented with strong interpersonal skills and the ability to communicate and interact effectively
  • Dedicated professional with the ability to respond to requests promptly and accurately
  • Must be detail oriented, organized, be able to multi-task and work under pressure to meet or exceed deadlines
  • Proactive and motivated with strong problem solving and follow up skills

Benefits

  • Competitive compensation and total rewards package
  • Comprehensive medical, dental and vision insurance
  • Hybrid work structure (two days in the office, three days working remotely)
  • Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)
  • Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
  • Matched 401(k) to help you save for your future
  • Pet insurance to help your pet(s) live a long and happy life
  • Flexible Spending Accounts (healthcare, dependent care, transit & parking)
  • Company-paid life insurance as well as short-term and long-term disability insurance
  • Learning and development opportunities to advance both personally and professionally
  • Veritext Summer Camp - a fun-filled culture building and learning experience
  • Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!
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