Client Services - Client Services Specialist (California Region)

Veritext•Los Angeles, CA

22h•$27 - $30•Hybrid

About The Position

Providing our clients with exceptional service is the foundation of our business. As a Client Services Specialist (California Region), you will exceed client expectations by proactively managing their requests and issues on cases and litigation matters. This role will be filled at either the Representative, Associate or Specialist level, depending on experience.

Requirements

3+ years of related experience
Proficiency in MS Office required
Proficiency in relevant financial software packages and applications
Must possess excellent written and verbal communication skills
Customer service oriented with strong interpersonal skills
Dedicated professional with the ability to respond to requests promptly and accurately
Must be detail oriented, organized and be able to multi-task
Proactive and motivated with strong problem solving and follow up skills
Must be able to work both independently and with a team

Nice To Haves

Experience in the court reporting industry is preferred

Responsibilities

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 participate in the phone queues and Front mailboxes while meeting Operations Excellence goals.
Aligns correct product/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, backoffice 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.
Treat reporters, videographers as "key members of our team"; go out of your way for them.
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 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.

Benefits

Competitive compensation and total rewards package
Comprehensive medical, dental and vision insurance
Hybrid or remote work structure
Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 4 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!