Customer Service Assistant in Houston, Texas at U.S. Legal Support

Location: Houston, TX (Onsite)

Schedule: Monday-Friday | 8:00 AM - 5:00 PM

Compensation: [Salary Range]

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 a detail-oriented, customer-focused professional who enjoys helping others, solving problems, and working in a fast-paced environment. If you're highly organized, adaptable, and thrive on delivering exceptional service, we'd love to hear from you.

As a Customer Service Assistant, you will provide critical support to our Client Service Specialists and records retrieval teams by managing communications, processing documentation, coordinating with custodians, and helping move client requests through the records retrieval process efficiently.

This position plays an important role in ensuring records requests are handled accurately, deadlines are met, and clients receive timely updates regarding their cases. The ideal candidate is proactive, organized, and committed to delivering outstanding customer service.

• Support Client Service Specialists (CSS) with client communications and records retrieval efforts.
• Follow up with clients regarding fee approvals, authorizations, no-record notifications, and other required actions.
• Respond to client inquiries professionally and in a timely manner.
• Monitor and respond to CSR emails and voicemails.
• Assist with urgent requests and escalated service issues.
• Deliver exceptional customer service while maintaining a positive client experience.

• Research incomplete or missing contact information for facilities and custodians.
• Make outbound calls to expedite urgent requests and problem records.
• Troubleshoot missing records and assist with issue resolution.
• Escalate unresolved matters to appropriate internal teams.
• Coordinate communications between clients, custodians, and internal departments.

• Review invoices to ensure charges align with approved record request limits.
• Process payments through company-approved methods, including checks and credit cards.
• Track and document payment activity accurately.
• Verify payment clearances and maintain supporting documentation.
• Provide payment records and supporting documentation when requested.

• Manage incoming invoices, correspondence, and custodial communications.
• Research and determine the appropriate action for incoming correspondence.
• Coordinate directly with facilities or route items for internal review as necessary.
• Maintain accurate records and documentation within company systems.
• Assist with departmental workflow and special projects as assigned.

• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Strong attention to detail and commitment to accuracy.
• Exceptional organizational and multitasking skills.
• Ability to prioritize competing tasks in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Positive attitude and willingness to support team goals.
• Dependability, accountability, and professionalism.

• High School Diploma or equivalent.
• Minimum of 2 years of customer service experience.
• Strong phone, email, and communication skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Strong organizational and problem-solving skills.
• Proficiency in Microsoft Office and web-based applications.

• Legal, records retrieval, healthcare, or administrative experience.
• Experience in a professional office environment.
• Experience handling invoices, payment processing, or account support.
• Familiarity with CRM, case management, or workflow management systems.

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Company Holidays
• Paid Parental Leave
• LifeLock Identity Protection
• Short-Term and Long-Term Disability Coverage
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Pet-Friendly Benefits
• Employee Engagement Activities and Team Events
• Professional Development and Career Growth Opportunities

At US Legal Support, our people are our greatest asset. We foster a culture built on collaboration, accountability, innovation, and exceptional client service. We value employees who take ownership of their work, support one another, and consistently strive to create outstanding experiences for our clients.

As a Customer Service Assistant, you'll play a vital role in supporting both clients and internal teams while helping ensure the successful completion of important legal support services.

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified 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 detailed documentation and records with accuracy.

This position operates in a professional office environment and routinely uses computers, telephones, scanners, printers, and other office technology to support daily operations.

No regular travel is required for this position.

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or remove duties as business needs change.

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 protected status under applicable law.

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