Senior Records Representative

U.S. Legal Support•Houston, TX

10d•Onsite

About The Position

U.S. Legal Support is seeking a Senior Records Representative to handle escalations, train new employees, and manage record retrieval processes while providing excellent customer service. The role is onsite in Houston, Texas (Greenspoint), with a Monday–Friday schedule during standard business hours. The representative communicates with customers and custodians, tracks and monitors record requests, documents interactions, and coordinates follow-up and escalation activity. They help ensure timely delivery of records and that processes meet company policies and quality standards.

Requirements

2–4 years of experience in a fast-paced customer service contact environment; B2B experience preferred.
Proven success in collections and/or customer service, with a stable work history.
Experience with Customer Relationship Management (CRM) software is required.
High school diploma or equivalent is required.

Nice To Haves

B2B customer service experience.
Relevant college coursework or certification.

Responsibilities

Respond to inbound and outbound calls and emails, manage escalations, and maintain the do-not-call list.
Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
Establish and maintain effective working relationships with customers, clients, and custodians.
Advise custodians on necessary actions and strategies for record collections.
Liaise between custodians and Customer Service Representatives to facilitate efficient record retrieval.
Track and update records in CRM software, ensuring accuracy and compliance.
Monitor outstanding requests and overdue records and take appropriate action to resolve them.
Maintain detailed documentation of custodian interactions, inquiries, and resolutions.
Organize follow-ups and escalation calls, and coordinate with supervisors as needed.
Ensure processes align with company policies and quality standards.
Train new employees.