The general duties as a Customer Service Assistant for U.S. Legal Support include acting as a liaison of support for both Customer Service and Expediting.

Essential Job Functions:

Employee Management

• Monitor all Senior Records Representative daily performance and workloads.
• Manage and assign all senior records representative duties to ensure workloads are being handled and all areas have adequate coverage.
• Perform audits of the work completed by the Senior Records Representatives and provide coaching and feedback as needed.
• Lead by example – display a positive and professional attitude to employees, other departments, custodians, and management.
• Motivate and encourage employees through positive, daily communication and feedback.
• Host team meetings to share updates and discuss team performance.
• Provide daily performance reporting for the internal expediting team.
• Monitor and approve timecards per payroll requirements.
• Drive expediting performance both internally and through the Etech partnership.
• Assist as needed in any senior records representative position to provide coverage.
• Address errors in expediting received from other departments. 

Department Functions – Etech Partnership

• Assist with managing the Etech partnership through consistent, professional communication of goals and performance.
• Maintain daily reporting for the Etech expediting teams.
• Identify trends in expediting through Quality observations and communicate areas of opportunity to the Etech teams.
• Monitor and manage workloads of the three offshore sites to ensure the expediting SLAs are being met.
• Attend meetings with the Etech team as needed to ensure deliverables are being met. 

Requirements: