Responsibilities
- Apply proven customer service techniques to manage job intake, set priorities, and assign tasks based on established protocols and client requirements.
- Carefully evaluate incoming requests to determine the appropriate workflow for initiating and overseeing service tasks.
- Oversee quality assurance efforts to support smooth operations and uphold client satisfaction.
- Maintain accurate records using tracking systems and monitor team output to ensure quality across all stages of task completion.
- Ensure consistent delivery of high-quality service by self and team, fostering strong client relationships and meeting all agreed-upon timelines.
- Guide team members in executing large-scale or complex assignments involving high volumes or intricate requests.
- Leverage in-depth expertise in records management to interpret ambiguous requests and ensure adherence to retention, matter mobility, and information governance standards; provide guidance to team members during client interactions.
- Serve as the primary expert on the records management database, policies, and related procedures.
- Communicate and coordinate with clients, vendors, peers, and internal teams regarding records and software-related inquiries.
- Lead special projects when required.
- Generate scheduled reports as needed.
- Propose enhancements to existing processes to improve efficiency and effectiveness.
- Address operational challenges and communicate issues related to tasks or deadlines with colleagues, supervisors, or clients.
- Train new or less experienced staff members.
- 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.
- Manage confidential and sensitive materials with discretion.
- Support peer teams in other service areas when necessary.
- Complete additional duties assigned by leadership.
- Interact professionally with clients via in-person, phone, or digital channels.
- Comply with organizational and client-specific policies and guidelines.
- Use office equipment and supplies efficiently to minimize costs.
- Regularly lift up to 50 pounds, including moving file carts and carrying file boxes.
Work Arrangement
On-site
Other
Regularly lift up to 50 pounds, including moving file carts and carrying file boxes.
