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

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.

📍 Location: Onsite - Houston, TX (Greenspoint)
🕒 Schedule: Monday - Friday, Standard Business Hours

Key Responsibilities:

Customer & Custodian Relations:

• 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.

Operational Excellence:

• 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.

Education & Experience:

• 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.

Perks & Benefits: At U.S. Legal Support, we offer a comprehensive benefits package, including:

• Medical, Dental, and Vision insurance.

• 401(k) with company match.

• Paid Time Off (PTO) and 9 paid holidays.

• Paid Parental Leave.

• Short- and Long-Term Disability.

• Employee Assistance Program.

• Flexible Spending Accounts and Commuter Benefits.

If you are a motivated and results-driven professional looking to make a significant impact, apply today!