Summary Statement
The CSR is responsible for performing duties affiliated with Customer Service, Expediting, and Order Entry.
Tasks and responsibilities
Expedite orders by calling locations who have been served requests for records to secure those records
Effectively handle all clients’ inquiries regarding Customer Service issues
Maintain a consistent line of communication regarding client with the regional Director overseeing Customer Service
Provide Order Perfection and Order Entry support and backup as needed
Review and attend to the open orders report on a weekly basis or as instructed by CS management
Ensure all incoming phone calls are answered by the third ring
Coordinate efforts with other departments to handle client issues
Ensure that client preferences are recorded, entered and adhered to, in the Oracle database
Ensure clients are contacted at first sign of problem or concern pertaining to their order
Ensure that client orders and custodial contacts are documented accurately in the system
Ensure that clients have all information about locations that may affect delivery of orders
Have knowledge of all service lines and promote as necessary and appropriate
Meet regularly with team members and assigned sales reps; this may include visiting client offices with the sales rep or independently on your own
Keep CS management apprised of all client issues and backlog
Write up orders received by phone
Assist with all Oracle queues, in an effort to expedite all aspects of client service
Respond to Client e-mails and Oracle Red notes within two hours of receipt
Job Qualifications
Good English language communication skills, including reading, writing and speaking
Daily access to personal transportation
Ability and willingness to acquire necessary level of auto insurance
Skilled at solving problems Skilled at performing internet research
Ability to work in both a team environment & independently
Demonstrated ability to communicate effectively with clients
Valid driver's license
Highly organized
Strong prioritization skills
Able to work independently and without oversight for long periods of time
Experience in a high volume and fast pace environment.
MUST HAVE RELEVANT RECENT EXPERIENCE
Legal experience preferred.
Only the candidates who meet this criteria will be considered.
Performance Measurements
Efficiency and speed in assembling packages
Level of backlog in the unit
Work completed with minimum need for overtime
Quality of output Error free work as evidenced by number of client concerns/quality reporting and overall productivity based on current volumes and business needs.
On-time delivery of records – Proactive client notifications and overall client satisfaction
Client evaluations, sales feedback and company quality & performance reporting
The rate for this position is $14.00 to $16.00 per hour DOE.
Compex offers its full time employees Medical, Dental, Vision, 401k and FSA. In addition, these benefits are fully paid by the company: Basic Life Insurance, LTD and EAP. The following supplemental benefits are also offered: Voluntary Life Insurance, AD&D, Aflac and LegalShield.
Compex is a drug-free workplace. Please visit us at www.cpxlegal.com.
Work location: San Antonio, TX