Operations Support Representative

Phoenix, AZ
United States

Compex Legal Services

201 to 500 employees

Company Info

Job description

This is an entry level position responsible for supporting the Phoenix office and clientele. The operations support rep. is responsible for performing duties affiliated with Customer Service, Expediting, Order Assembly and Field Administration.

Tasks and responsibilities (Order Assembly Related)

  • Compare and contrast order information in our Oracle system against printed order documents
  • Assemble work orders

  • Troubleshoot any unmatched work orders, fee checks or requests

  • Make all necessary copies of work orders and attachments

  • Determine which order packets are for opposing counsel and prepare packets for delivery

  • Determine which work orders fall under statutory hold laws

  • Enter order notes into Oracle for routing the orders to the appropriate department

  • Prepare client and opposing counsel packages for mailing, including necessary postage

  • Send and monitor Hand Delivery of Notice on consumer packages for Express Orders

  • Maintain photocopier including basic technical trouble shooting and calling the vendor for repairs; maintain related supplies

Tasks and responsibilities (Field Administration Related)

  • Match assembled work order packets to route sheets for agent(s) to take out in the field
  • Deliver documents, including authorizations and subpoenas, by hand to custodians of records (if necessary)

  • Pick up/drop off items at client locations (if necessary)

  • Schedule appointments with custodians of records

  • Scan/photocopy records using company equipment

  • Constantly update location/database information for highest level of accuracy

  • Retrieve office mail from a PO Box (if applicable)

  • Sort and process mail

  • Answer incoming calls from custodians and clients

  • Create status updates of orders by performing data entry when work comes back from the field agent(s)

  • Prepare records for shipment

  • Use of Xora system to review agent statuses/work product

  • Communicate with agent(s) out in the field; liaison between Customer Service and Field Agents on a day to day basis.

Tasks and responsibilities (Customer Service Related)

  • 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

Requirements

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

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

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: Phoenix, AZ

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