Customer Service Representative

San Antonio, TX
United States

Compex Legal Services

201 to 500 employees

Company Info

Job description

Summary Statement

The CSR is responsible for performing duties affiliated with Customer Service, Expediting, and Order Entry.

Tasks and responsibilities

  • Take proactive actions and provide progress reports of pending requests to clients
  • 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

  • Other duties as assigned as necessary

Job Qualifications

  • High school diploma or equivalent required
  • 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

  • Ability to handle challenging client interactions
  • Prior customer service experience
  • Ability to manage multiple tasks and priorities
  • 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

  • Thoroughness of output
  • 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.

Company Description

Founded in 1972, Compex Legal Services, Inc. is an industry leader in litigation support services to law firms and insurance carriers. Having pioneered a number of advances in the industry, our product lines include record retrieval, court reporting and on-line document management. At Compex, we pride ourselves on providing the highest quality service and value to each client.

Work location: San Antonio, TX

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