Senior Customer Service Representative Job Listing at Kelly Services in Senior Customer Service Representative, TX (Job ID US3590244_BH9921725)

Description

Job Title:  Senior Customer Service Representative
Location: Houston, TX 77060 
Job Type: Full-Time | On-Site
Salary: $19-$21 hr depending on yrs of experience 

Position Summary:

The Senior Records Representative plays a vital role in record retrieval operations by proactively contacting custodians, confirming record requests, tracking responses, resolving issues, and ensuring high-quality service. This position requires critical thinking, excellent communication, and a strong ability to thrive in a fast-paced, performance-driven environment.

Key Responsibilities:

• Conduct 75–85 outbound calls daily to custodians to confirm receipt of record requests and follow up on outstanding items.

• Handle escalations, respond to emails, and manage the Do Not Call list with accuracy and professionalism.

• Answer inbound calls from multiple campaigns and provide prompt, courteous service.

• Monitor and evaluate Records Representatives' calls for quality assurance purposes.

• Train new hires and provide ongoing training support to current team members in coordination with the Training Coordinator.

• Maintain detailed and accurate records of interactions, updates, complaints, and resolutions.

• Use online portals, email, and fax to obtain record statuses and track overdue requests.

• Perform administrative tasks such as updating custodian contact information and managing follow-up procedures.

• Coordinate with internal teams, including Customer Service Representatives, to ensure efficient handling of record requests.

• Advise custodians on actions needed to fulfill requests and resolve any issues or delays.

• Analyze issues, determine solutions, and execute resolutions in a timely manner.

• Serve as a liaison between custodians and internal departments to facilitate seamless workflow.

• Perform other tasks and duties as needed to support departmental goals.

Qualifications:

• High school diploma or equivalent required; relevant college coursework or certifications preferred.

• 2–4 years of experience in a high-volume, fast-paced customer service or records management environment.

• Proven success in business-to-business customer service or collections.

• Experience with CRM (Customer Relationship Management) software strongly preferred.

• Stable work history with minimal job changes is highly desirable.

Key Skills & Competencies:

• Strong critical thinking and active listening skills.

• Customer service mindset with the ability to manage and resolve complex issues.

• High level of accuracy and attention to detail.

• Excellent multitasking and task prioritization skills.

• Professional phone demeanor and strong written/verbal communication.

• Reliable, adaptable, and driven to meet or exceed performance goals.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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