Senior Records Representative in Houston, Texas at U.S. Legal Support

Location: Houston, TX (Greenspoint) - Onsite

Schedule: Full-Time | Monday-Friday | Standard Business Hours

US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently.

We're looking for an experienced, customer-focused professional who thrives in a fast-paced environment and takes pride in delivering exceptional service. If you're passionate about building relationships, solving problems, and helping teams succeed, we'd love to hear from you.

As a Senior Records Representative, you will serve as a key resource within the Records department, supporting the successful retrieval of medical, billing, employment, and other records critical to our clients' legal matters.

In this role, you'll build strong relationships with custodians, clients, and internal teams while managing escalations, supporting training efforts, and ensuring records requests are handled accurately and efficiently. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities while maintaining a strong attention to detail.

• Respond to inbound and outbound calls, emails, and inquiries while providing exceptional customer service.
• Manage escalated customer and custodian concerns and work toward timely resolution.
• Communicate with custodians to confirm receipt of record requests and facilitate timely fulfillment.
• Build and maintain positive working relationships with customers, clients, custodians, and internal stakeholders.
• Educate custodians on requirements and next steps needed to successfully process records requests.
• Serve as a liaison between custodians and Customer Service Representatives to support efficient record retrieval.
• Maintain and manage "Do Not Call" lists and communication preferences as required.

• Track, monitor, and update records requests within CRM and workflow management systems.
• Proactively manage outstanding requests and overdue records to ensure timely resolution.
• Coordinate follow-up communications with custodians and clients regarding request status.
• Accurately document interactions, inquiries, and resolutions within company systems.
• Support quality assurance efforts by ensuring data accuracy and compliance with company procedures.
• Escalate complex issues appropriately and collaborate with leadership on resolution strategies.
• Ensure adherence to company policies, service standards, and turnaround expectations.

• Serve as a resource for team members by assisting with difficult cases and complex customer situations.
• Support onboarding and training efforts for new Records Representatives.
• Share best practices and provide guidance on workflow processes and customer service standards.
• Foster collaboration and contribute to a positive team environment focused on continuous improvement.

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Excellent attention to detail and organizational skills.
• Ability to effectively manage multiple priorities and deadlines.
• Strong problem-solving and critical-thinking skills.
• Ability to remain calm and professional when handling escalated situations.
• Self-motivation and accountability in a fast-paced environment.
• A collaborative mindset with a willingness to support team success.

• 2-4 years of experience in a high-volume customer service, contact center, or records-related environment.
• Experience using Customer Relationship Management (CRM) software.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities simultaneously.
• High School Diploma or equivalent.

• Business-to-business (B2B) customer service experience.
• Records retrieval, collections, medical records, or legal support experience.
• Relevant college coursework, certifications, or professional training.
• Experience supporting escalations or mentoring team members.

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• 9 Paid Holidays
• Paid Parental Leave
• Short-Term and Long-Term Disability Coverage
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Professional development and career growth opportunities
• Collaborative and supportive team environment

At US Legal Support, our people are our greatest asset. We are committed to fostering a culture built on collaboration, accountability, innovation, and continuous improvement. We value diverse perspectives and provide opportunities for employees to develop their careers while making a meaningful impact on our clients and the legal industry.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Prolonged periods of sitting and working on a computer.
• Frequent use of hands and fingers for typing and data entry.
• Ability to communicate effectively by phone, email, and in person.
• Ability to review and manage detailed documentation with accuracy.

US Legal Support is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.

Candidates must be legally authorized to work in the United States. US Legal Support participates in E-Verify where required by law.