Customer Service Rep

Customer Service Representative

Location: Houston, TX (Onsite)

Schedule: Monday-Friday | 8:00 AM - 5:00 PM

Join US Legal Support

US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently.

We're looking for a reliable, detail-oriented professional who enjoys helping others, solving problems, and delivering exceptional service. If you thrive in a fast-paced environment, communicate effectively, and genuinely enjoy building relationships with clients, we'd love to hear from you.

About the Role

As a Customer Service Representative, you will serve as a primary point of contact between our clients and internal departments. You'll play a vital role in ensuring inquiries are handled promptly, issues are resolved effectively, and clients receive the high level of service they expect from US Legal Support.

The ideal candidate is organized, customer-focused, adaptable, and able to manage multiple priorities while maintaining professionalism and accuracy.

Key Responsibilities

Client Support & Relationship Management

• Build and maintain strong client relationships with a focus on customer satisfaction and retention.
• Serve as a primary point of contact for client inquiries and requests.
• Communicate professionally with clients via phone, email, and other communication channels.
• Provide timely updates regarding orders, requests, and account activity.
• Deliver exceptional customer service while maintaining a positive client experience.

Customer Service Operations

• Process and respond to emails, calls, and messages requiring immediate attention.
• Accurately document client interactions, inquiries, and resolutions within company systems.
• Research and resolve client concerns and service-related issues.
• Escalate complex matters appropriately while maintaining ownership of the client experience.
• Follow established service standards and response time expectations.

Administrative & Team Support

• Provide administrative support to clients and internal departments.
• Partner with Operations, Records, Billing, and other teams to ensure client needs are met.
• Maintain accurate records and documentation.
• Follow HIPAA-compliant communication procedures, policies, and guidelines.
• Assist with special projects and additional responsibilities as assigned.

What You'll Bring

• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Strong organizational and multitasking skills.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and critical-thinking abilities.
• Attention to detail and commitment to accuracy.
• Ability to adapt to changing priorities and client needs.
• Positive attitude and team-oriented mindset.

Qualifications

Required

• High School Diploma or equivalent.
• Minimum of 2 years of customer service, client support, or related experience.
• Strong written and verbal communication skills.
• Ability to multitask and manage competing priorities.
• Proficiency with Microsoft Office and web-based applications.
• Professional phone and email etiquette.

Preferred

• Bachelor's degree.
• Experience in legal services, litigation support, healthcare, or another service-based industry.
• Experience working with CRM or customer management systems.
• Administrative or office support experience.

Why Join US Legal Support?

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and 9 Company Holidays
• Paid Parental Leave
• LifeLock Identity Protection
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Short-Term and Long-Term Disability Coverage
• Employee Assistance Program (EAP)
• Employee Engagement Activities and Team Events
• Pet-Friendly Benefits
• Professional Development and Career Growth Opportunities

Our Culture

At US Legal Support, our people are our greatest asset. We foster a culture built on collaboration, accountability, innovation, and exceptional client service. We value employees who take ownership of their work, support one another, and consistently strive to create outstanding experiences for our clients.

If you're looking for an opportunity to join a growing organization where your contributions make a direct impact, we'd love to hear from you.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• Prolonged periods of sitting and working on a computer.
• Frequent use of hands and fingers for typing and data entry.
• Ability to communicate effectively by phone, email, and in person.
• Ability to review and process information with accuracy and attention to detail.

Work Environment

This position operates in a professional office environment and routinely uses computers, phones, printers, scanners, and other office technology to support daily operations and client communications.

Additional Information

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or remove duties as business needs change.

Equal Employment Opportunity

US Legal Support is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Work Authorization

Candidates must be legally authorized to work in the United States. US Legal Support participates in E-Verify where required by law.