Admin - Scheduling Coordinator

SUMMARY:

The Scheduling Coordinator will receive and enter client orders, as well as resolve client inquiries and/or complaints in a timely fashion. Will also be responsible for supporting the sales team and each department head by providing an all-inclusive, comprehensive customer service experience that encompasses advanced support for issues with deliverables and client requests, answering a wide array of questions that range from general to specific about billing, product and services.  Will be highly organized, efficient, and extremely resourceful and will possess excellent written and verbal communications skills. 

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer and direct inbound calls from clients and internal personnel.
• Assists with management of schedule and resources.
• Monitor job requests of clients and communicate issues as needed.
• Data entry requirements including entering notices, new attorney and firm information, and new reporter and videographer information.
• Assists with monitoring resources back log and jobs in progress.
• Work with other Scheduling Managers and Scheduling Specialists to resolve/prevent client issues.
• Assists with customer service calls/issues.
• Handle incoming requests from customers, ensuring that issues are resolved both promptly and accurately to achieve first contact resolution.
• Confer with customers by telephone or through email to provide information and or status of transcripts, exhibits and or video product.
• Troubleshoot and gather information from customers to identify root causes of customer problems and/or dissatisfaction with transcript, exhibit, video and billing matters. Determining appropriate courses of action to ensure the result is successful from both the client and company standpoint, and to accurately document the interaction through applicable tracking methods.
• Resolve customer service or billing requests and/or complaints by performing activities that include but are not limited to: providing cost estimates and copies of invoices, accepting credit card payments, giving repository access, providing additional copies of transcripts, exhibits and/or video, researching shipping and or product errors and assisting clients with complete resolutions.
• Obtain completed Transcript and Video order forms and confirm product requests from clients.
• Refer unresolved customer inquiries and/or grievances to designated departments for further investigation.
• Assist sales team and Sales and Marketing Coordinator by providing information pertaining to new leads or potential client concerns.
• Report all pertinent findings of customer inquiries, complaints, and client satisfaction to applicable management when necessary.
• Other duties as required.

COMPETENCIES, SKILLS AND ABILITIES

• Ability to provide extraordinary customer service to paralegals and attorneys
• Effective communication skills (oral and written)
• Strong work ethic
• Strong attention to details and organized.
• Highly organized, efficient, and extremely resourceful.
• Possess excellent written and verbal communication skills.
• Computer literate and able to learn the use of new software with ease.
• Flexible schedule and availability to work occasional overtime as required.
• Ability to work with deadlines and work well under pressure.
• Ability to multi-task.
• Works well independently and with other department members.
• Accepts direction well.
• Excellent attendance and punctuality.
• Working knowledge of Outlook, Word, Excel.

EDUCATION / EXPERIENCE

• High school diploma or equivalent required.
• A minimum of 1-year experience as a Scheduling Specialist or in court reporting industry
• Familiar with the regulations and requirements for HIPAA and aware of the compliance requirements as enacted by Federal, State, and local jurisdictions.
• Adheres to compliance policies.
• Constantly strives to achieve excellence in day-to-day operations of respective department.
• Works collaboratively with all members of management to resolve departmental and organizational challenges. expeditiously, economically, professionally and with minimum disruption to the practice.
• Team player approach.

SUPERVISORY RESPONSIBILITIES

This role is not a supervisor position.

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

This position does not require travel.

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.comfor assistance.  All other applications must b