Job Description

*Temporarily remote until Veritext offices reopen. 

MAIN PURPOSE OF THE ROLE

Manage all aspects of deposition scheduling, creating a positive experience for clients and subcontractors

BEHAVIORAL EXPECTATIONS

Veritext Employees are expected to exhibit the following behaviors in the performance of their role:

· Work collaboratively with Veritext colleagues, exhibiting Veritext Values

· Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner

· Communicate necessary information timely, accurately and effectively; report incidents to management

· Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role

· Take ownership of your work; follow-thru until final resolution

KEY RESPONSIBILITIES

· Understand Veritext products and services, their value and commensurate fees

· Resolves issues and escalate as needed to ensure prompt and accurate resolution; assist clients in various requests

· Use Vision workflow to ensure all aspects of your activities are completed accurately and timely

· Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc

· Recommend and implement improvements in process and procedures

· Understand Company targets and strive to meet and exceed

· Participate in and absorb all trainings including Grovo, Summer Camp, in-person development sessions, etc.

· Be an active participant in the phone queues

· Schedule depositions ensuring complete, accurate and consistent information

· Understand the nuances of depo notices and upload to Vision; be able to discern client needs from notices and react to needed (but not stated) requirements to ensure depo proceeds smoothly

· Ensure that all cases are handled consistently re: information, reporter teams, dictionaries, etc

· Process all jobs accurately and in accordance with Standing Orders, notes and client specifications; relay these requirements to subcontractors

· Respond to all client requests received via email and/or phone queue in a timely, pleasant and professional manner

· Ensure that all jobs are entered, confirmed and covered timely and accurately

· Fulfill client requests timely (within 15 minutes) including Revised Orders, special client requests, etc AND take appropriate action

· Ensure that Vision standing orders, notes, etc. are clear, detailed and actionable

· Align correct product/services information including features and benefits to client needs

· Know all aspects of myVeritext and encourage client usage

· Treat all Veritext Intra-Company jobs consistent with Veritext standards

· Assign appropriate resources (reporters, videographers, interpreters) with technology to match client needs on jobs

· Understand financial implications of vendor assignments as it relates to a specific job (i.e. understand payment structure; locate affordable meeting rooms, etc.)

· Build and maintain relationships with and provide support to reporters, agencies, videographers, interpreters, etc and all other outside vendors, as applicable

· Provide assistance to court reporters, videographers, as applicable (i.e., directions, my steno machine is broken, legal issues, etc.); escalate to appropriate Veritext colleague if necessary

· Encourage subcontractor Portal use and be completely knowledgeable of all features

· Proactively track assignment deadlines and; follow up with reporters and vendors to ensure timely delivery to clients

· Notify reporters of dailies, expedites, etc.

· Follow incident procedure to ensure client satisfaction and staff development

· Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors

· Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow-up!

· Treat reporters, videographers as "key members of our team"; go out of your way for them

· Track incidents according to protocol

· Proactively track assignment deadlines and; follow up with reporters and vendors to ensure timely delivery to clients

· Encourage use of and manage all aspects of MyVeritext, including setting up USER ID's, establishing security rights and training users on features

SKILLS AND COMPETENCIES (The abilities that the individual needs in order to perform this role effectively)

· Proficiency in MS Office required

· Proficiency in relevant software packages and applications

· Must possess excellent written and verbal communication skills

· Customer service oriented with strong interpersonal skills

· Dedicated professional with the ability to respond to requests promptly and accurately

· Must be detail oriented, organized and be able to multi-task

· Proactive and motivated with strong problem solving and follow up skills

· Must be able to work both independently and with a team

Company Description

Veritext provides industry-leading Deposition and Litigation services. Our coverage is Nationwide, with services available across the United States. Veritext employees and deposition professionals are at the root of our success, with the drive and skill to go the extra mile, to ensure that our clients receive the most value from our services. Our solutions utilize the latest easy-to-use technologies that streamline the deposition process, enhance delivery flexibility, and reliably handle the most complex cases. Proprietary video, mobile and remote services combined with unmatched security, including HIPAA and PII compliance, ensure that Veritext clients have the best tools available and the confidence of working with the market leader.