At Veritext, we focus on the details – so legal teams can focus on the case. About the role: Providing our clients with exceptional service is the foundation of our business. In Video Orders, you will coach and manage a high functioning team of Video Client Service professionals who delight clients by proactively and completely managing requests for information and video deliverables. What you'll get to do: + 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; escalate incidents to upper management, as necessary + 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 + Understand Company targets and strive to meet and exceed + Understand Veritext products and services, their value, and commensurate fees + Resolves issues and/or escalates as needed to ensure prompt and accurate resolution; coordinate/partner with applicable departments and/or colleagues (i.e., Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution + Identify, recommend, and implement improvements in process and procedures + Participate in, and absorb all trainings including Veritext University, group seminars and one-on-one development + Fully understand and utilize Vision functions as it relates to your position as well as the region(s) you interface with and how it relates to other departments + Support all Veritext Intra-Company jobs, consistent with all client/regional jobs + Understand the different Veritext video formats and articulate this information to others + Establish and manage profiles in Vision; be proactive and collaborative in their crafting + Align correct product deliverables/services including features and benefits to clients' needs + Use all applicable tools (e.g., Vision, Cisco, email system, SFDC, etc) to the fullest to perform managerial and analytical tasks + Ensure that payroll is entered accurately ADP/Payroll duties (i.e., approving time sheets, time off requests) + Analyze departmental performance and results; make suggestions for improvement + Balance workload among staff; delegate work to team members + Effectively manage the team by setting goals and metrics, monitoring performance, and establishing operational improvements + Recruit, train, coach and develop staff to yield a high performing team + Ensure your employees are engaging and growing, setting the stage for future + Ensure that departmental training materials are current, effective, and utilized The kind of teammate we’re looking for: + Bachelor’s Degree + Minimum of 4+ years relevant experience + Proficiency in Computers and MS Office required + Proficiency in relevant software packages and applications + Must possess strong written and verbal communication skills + Customer service oriented with strong interpersonal skills + Dedicated professional with the ability to respond to requests promptly and accurately and meet established deadlines + 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 independently handle client issues and concerns and work towards resolution + Must possess the ability to effectively lead a team of associate's and resolve escalated client issues What’s in it for you: + Competitive compensation and total rewards package + Comprehensive medical, dental and vision insurance + Remote work structure + Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time) + Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more) + Matched 401(k) to help you save for your future + Pet insurance to help your pet(s) live a long and happy life + Flexible Spending Accounts (healthcare, dependent care, transit & parking) + Company-paid life insurance as well as short-term and long-term disability insurance + Learning and development opportunities to advance both personally and professionally + Veritext Summer Camp – a fun-filled culture building and learning experience + Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more! About Veritext: Veritext is the global leader in technology-enabled court reporting services and litigation support solutions with a proven track record of industry excellence. For law firms, government agencies and enterprise corporations, we provide access to innovative technologies and remote solutions, the highest-quality network of reporters and legal videographers, unmatched expertise in multiparty and complex litigation, unparalleled client service, and state-of-the-art conference spaces across North America. Veritext is committed to delivering comprehensive, client-focused legal solutions that address the evolving needs of the legal industry. Our solutions utilize the latest easy-to-use technologies to streamline the deposition process and reliably handle the most complex cases. All of this combined with unsurpassed data security (including HIPAA and PII compliance) ensures that Veritext clients have the best tools available and the confidence of working with the market leader. Veritext aspires to create a community based on collaboration, innovation, creativity and belonging. Our collective success depends on the robust exchange of ideas – an exchange that is best when the rich diversity of our perspectives, backgrounds and experiences flourish. To achieve this exchange, it is essential that all individuals and stakeholders feel and experience an environment where they are welcome, safe, secure, and heard. As such, we do not discriminate on the basis of race, color, religion, age, gender identity or expression, national origin, disability, veteran status, sexual orientation, marital status or any other classification protected by Federal, state, or local law. Any information provided will be used only in the compilation of data for EEO/Affirmative Action reporting. Completion of this data is voluntary and will not affect your opportunity for employment and/or terms or conditions of employment. About this posting: Compensation ranges, when noted, represent the expected base pay compensation range for this role. Ultimately, a number of factors including, but not limited to, your prior job-related knowledge and experience, geographic location, and qualifications will be considered when determining your pay and we may pay more or less than the posted range. If you need an accommodation for any part of the applicant process because of a medical condition or disability, please send an email to people@veritext.com or call a member of our People Team to let us know the nature of your request. Please be aware of fraudulent recruiting activities. Veritext will only contact candidates through official @veritext.com email addresses. We will never ask for sensitive personal information or payments during the hiring process. If you are ever unsure about the legitimacy of a communication or have been asked for any of the above, please contact us directly at security@veritext.com . Veritext 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.