Responsibilities
- Apply proven customer service techniques to manage job intake, set priorities, and assign tasks based on policies, protocols, and client requirements
- Carefully evaluate incoming job requests to determine the appropriate workflow for initiating and managing service tickets
- Oversee quality assurance procedures to support smooth operations and uphold client expectations
- Maintain accurate logs and tracking systems for all assignments, and supervise team output to ensure consistency and accuracy throughout each task's lifecycle
- Ensure personal and team performance consistently delivers exceptional client service, strengthens relationships, and meets agreed-upon timelines for submission and delivery
- Guide team members in executing high-volume or technically demanding assignments involving large datasets or complex instructions
- Apply in-depth expertise in records management to interpret ambiguous requests, ensuring adherence to retention rules, matter movement policies, and information governance standards, while advising team members on client interactions
- Serve as the primary resource for records management systems, policies, and operational procedures
- Communicate and coordinate with clients, vendors, peers, and internal teams regarding records-related inquiries and software needs
- Take ownership of special projects when required
- Generate and deliver scheduled reports on time
- Identify opportunities to refine and improve existing workflows and processes
- Troubleshoot operational challenges and escalate job-related or timeline issues to appropriate stakeholders
- Provide training and support to new or less experienced staff
- Promote a culture of continuous improvement and strong client engagement
- Manage HR-related tasks for direct reports in the HR Information System, primarily time and absence tracking, as needed
- Safeguard sensitive and confidential materials and data
- Support adjacent teams across different service areas when necessary
- Complete additional duties as directed by leadership
- Interact with clients professionally through in-person, phone, and digital channels
- Comply with company and client-specific policies and guidelines
- Operate equipment and manage supplies with cost-effectiveness in mind
- Regularly lift up to 50 pounds, including moving file carts and handling boxes of records
Work Arrangement
On-site
Other
Regularly lift up to 50 pounds, including moving file carts and handling boxes of records
