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

Customer Service Assistant

U.S. Legal Support is seeking a detail-oriented, customer-focused Customer Service Assistant to join our team in Houston, TX. This role is ideal for someone who enjoys problem-solving, multitasking, and providing exceptional service while working in a fast-paced environment. The Customer Service Assistant supports our records retrieval operations by assisting with client communications, invoice processing, correspondence management, and record research activities.

📍 Location: Houston, TX
🕒 Schedule: Monday - Friday | 8:00 AM - 5:00 PM

Position Overview

The Customer Service Assistant partners closely with Client Service Specialists (CSS) and other team members to ensure efficient communication with clients, custodians, and field representatives. This role requires strong organizational skills, excellent communication abilities, attention to detail, and the ability to manage multiple priorities simultaneously.

Key Responsibilities

Client Service Support

• Support Client Service Specialists (CSS) with client communications related to records requests.
• Follow up with clients regarding fee approvals, authorizations, no-record notifications, and other required actions.
• Handle incoming calls and emails from agents, field representatives, and other stakeholders.
• Monitor and respond to CSR email inboxes and voicemails.
• Research and resolve missing or incomplete facility contact information.
• Make expediting calls for urgent requests and client follow-ups.
• Investigate and troubleshoot missing records and escalate issues when appropriate.

Custodian Invoice Processing

• Review invoices to ensure charges align with approved records request limits.
• Process payments via check or credit card.
• Track and document credit card payments and check clearances.
• Provide payment documentation for internal teams and clients as needed.

Correspondence Management

• Process incoming invoices and correspondence.
• Research and determine the purpose of incoming documentation.
• Coordinate directly with facilities regarding correspondence and records-related matters.
• Route or track correspondence for appropriate internal review and action.

Qualifications

• High school diploma or equivalent required.
• Minimum of two years of customer service experience.
• Strong verbal and written communication skills.
• Ability to communicate professionally via phone and email.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Legal, records retrieval, healthcare, or administrative experience is a plus.

Core Competencies

• Customer Service Excellence
• Attention to Detail
• Problem Solving
• Communication Skills
• Time Management
• Organization
• Adaptability
• Critical Thinking
• Team Collaboration

Benefits

U.S. Legal Support offers a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• LifeLock Protection
• Paid Time Off and Company Holidays
• Employee Assistance Programs
• Team-Building Activities and Employee Events
• Pet-Friendly Benefits

Join U.S. Legal Support and become part of a team dedicated to delivering exceptional service and support to our clients across the legal industry.