Senior Records Representative

U.S. Legal Support•Houston, TX

23h•Onsite

About The Position

Are you an experienced customer service professional with strong communication skills and a keen eye for detail? U.S. Legal Support is looking for a Senior Records Representative to join our team! In this role, you will be responsible for handling escalations, training new employees, and managing record retrieval processes while ensuring excellent customer service.

Requirements

2-4 years of experience in a fast-paced customer service contact environment (B2B preferred).
Proven success in collections and/or customer service with a stable work history.
Customer Relationship Management (CRM) software experience required.
High School Diploma or equivalent required; relevant college coursework or certification preferred.

Responsibilities

Respond to inbound and outbound calls and emails while managing escalations and the “do not call” list.
Communicate with custodians to confirm receipt of record requests and ensure timely delivery.
Establish and maintain effective and cooperative working relationships with customers, clients, and custodians.
Advise custodians on necessary actions and strategies for record collections.
Act as a liaison between custodians and Customer Service Representatives to facilitate efficient record retrieval.
Track and update records using CRM software, ensuring accuracy and compliance.
Monitor outstanding requests and overdue records, taking appropriate action for resolution.
Maintain detailed documentation of custodian interactions, inquiries, and resolutions.
Organize follow-ups, escalation calls, and coordinate with supervisors as needed.
Ensure that all processes align with company policies and quality standards.