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)
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)
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)
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
Work location: Phoenix, AZ