Job Description

SUMMARY:

Lexitas is a legal support company that offers an array of services including court reporting, medical record retrieval, registered agent services and legal talent outsourcing.

One of our Houston offices, part of our Records Retrieval Division, is currently looking for an Account Manager.  The Account Manager position requires direct interface with clients (predominately paralegals and some attorneys) as a single point of contact for their firm. You must be able to manage a team of support staff and multi-task between clients, staff, telephones and computer, with good judgment in recognizing scope of authority. You must possess the ability to prioritize tasks in order of importance and execute work according to strict deadlines and protocol. The Account Manager will be responsible for account management and hands-on leadership of the record retrieval operation for specified clients and personnel responsible for assisting with those clients.  The Account Manager evaluates and monitors performance of activities to gauge appropriate performance and service levels for the record retrieval process and staff.  The Account Manager should be able to offer suggestions for process/staff/policy improvements to ensure the highest level of service and quality is attained and maintained by the Legal Techs. This role must ensure that all project deadlines are met and the work load is appropriately prioritized.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Account Management
  • Send task list  to Management and your team with current calls due, tech call numbers, and tasks needed to be completed by individual members on your team
  • Forward new records orders and modifications on current orders to Research Department
  • Manage client concerns and validate client satisfaction
  • Analyze case load and provide any ideas on how to improve internal guidelines/procedures to ensure client satisfaction
• Manage day to day operations of Record Retrieval
  • Retrieve records within agreed upon client guidelines
  • Review any new orders or modifications to ensure all information needed is available to prepare and process requests correctly then forward to Research Department. All prepared requests are then quality checked to ensure accuracy before they are sent out to custodians.
  • Contact client via phone or email regarding any issues or approvals needed to process their request
  • Determine completeness of records received based upon parameters of request
  • Quality check records for accuracy (correct subject, correct record type, correct custodian, etc.)  and send to Production to be processed
  • Pay any outstanding invoices due to the custodian and ensure all fees are billed to the client upon processing the records received
  • Troubleshoot, resolve and/or escalate any issues to Management, if needed
  • Send hold reports to clients periodically to advise what requests have been placed on hold that need responses
  • Cancel any requests as instructed by the client as well as those on hold over 90 days if client has not responded to hold report
• Develop a team of self-motivated Record Retrieval Specialists
  • Train and coach Legal Techs when new procedures are introduced and when guidelines are not being met
  • Ensure all Legal Techs are meeting all required bench marks and adhering to proper procedures
  • Conduct performance reviews and prepare evaluations and/or write-ups pertaining to Legal Tech performance
• Manage quality metrics
  • Client satisfaction
  • Turnaround time to retrieve records
  • Legal tech numbers and performance

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school graduate. Some college preferred, but not required.
• Knowledge of Texas Civil Procedure codes and an excellent grasp of State/Federal guidelines, and a clear understanding of subpoena work, including issuance, notices, and follow-up desired
• 1+ years’ experience in a call center/customer service environment preferred
• Excellent oral and written communications skills 
• Accepts responsibility for own actions & acts with integrity in all business dealings 
• Passion for service excellence
• Ability to remain calm and effective in high-stress situations 
• Ability to prioritize multiple duties and multi-task 
• Intermediate MS Excel, Outlook, Word user preferred
• General working knowledge of internet search engines and internet research 
• Takes initiative/self-motivated 
• Excellent problem-solving 
• Ability to work in a fast-paced, flexible, team environment

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from internal and external customers whose first language is English. 

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type and use mouse; reach with hands and arms; and talk and/or hear. The employee is required to sit for extended periods of time. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee regularly works in an office environment in a clerical environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

TRAVEL REQUIREMENTS

Little to no travel expected for this position.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time with or without notice.

AAP/EEO STATEMENT

Lexitas prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

EOE Employer/Vet/Disabled 

If you require reasonable accommodation in the application process, please contact Human Resources at HRDept@lexitaslegal.com for assistance.  All other applications must be submitted online.