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Role Description

This full-time remote position supports the Onboarding needs of the Orders Intake team within the Texas Records Retrieval department. The role requires strong organizational skills, attention to detail, and the ability to manage a high volume of client onboarding tasks.

• Onboarding new client orders
• Managing the Client Services inbox
• Performing data entry and document review
• Communicating with clients via phone and email
• Maintaining accurate records across multiple systems

Success in this role requires independent decision-making, strong time management, familiarity with civil procedures related to records requests, and proficiency in navigating digital systems such as the Texas eFiling portal and MR8. The ideal candidate is proactive, adaptable, and comfortable working autonomously in a remote environment.

Responsibilities

• Complete all assigned tasks within department turnaround expectations, including the three-day processing standard.
• Meet daily performance metrics and productivity goals.
• Manage duties efficiently and accept additional assignments as directed by the department manager.
• Communicate proactively with the team and manager regarding workload, challenges, and priorities.
• Prioritize tasks based on order type, deadlines, and urgency.
• Manage the Client Services inbox: read, reply, organize folders, and route emails appropriately.
• Follow established procedures for documenting orders and onboarding new, amended, and corrected orders.
• Perform onboarding tasks including:
  • Responding to order emails
  • Uploading orders and attachments to MR8
  • Entering required data in MR8
  • Updating the Quantum spreadsheet
  • Forwarding orders to the appropriate team member
• Process various order types, including state, federal, pre-litigation, and certified copy requests, while maintaining updated knowledge of requirements.
• Send and track client preference links; upload collected information into MR8.
• Create, maintain, and distribute new client web credentials and maintain accurate data entry and documentation in all systems.
• Organize and categorize emails to maintain a manageable and structured workflow.
• Maintain a broad understanding of team tasks to support various assignments when needed.
• Self-report when daily tasks cannot be completed and provide updates through department communication channels.
• Communicate clearly and effectively in a remote work environment.
• Escalate client concerns, complaints, or any potential order issues to leadership for review and resolution.

Expectations

• Demonstrate professionalism in all interactions as a representative of the Array team.
• Perform work to the highest standard and remain open to coaching, constructive feedback, and ongoing development.
• Escalate concerns related to client issues, processes, performance, or quality in a timely manner.
• Flexibility as business needs evolve and duties, responsibilities, and activities may change at times.

Qualifications

• 1–3 years of experience in records retrieval, legal operations, client onboarding, administrative support, or a similar high-volume environment.
• Familiarity with the Texas Rules of Civil Procedure and Federal Rules of Civil Procedure as they relate to records requests (or willingness to learn quickly).
• Proficiency with MR8, spreadsheets (Excel or Google Sheets), and Outlook, including advanced inbox organization.
• Ability to navigate electronic filing systems (e.g., Texas eFiling) and perform accurate data entry and document analysis.
• Strong written and verbal communication skills with the ability to deliver professional, customer-focused service via email and phone.
• Exceptional organizational skills with the ability to prioritize deadlines, manage multiple tasks, and maintain high accuracy.
• Comfortable working independently with strong problem-solving skills, adaptability, and autonomous decision making.

Requirements

• The base Compensation range for this role will be $21.00-$22.00 an hour and will be dependent upon the individual's location, skills, experience, and qualifications.

Benefits

• People-Focused Culture
• Competitive Pay & Quarterly Incentives
• Comprehensive Benefits, 401k & Wellbeing Programs
• Paid Time Off & Holidays
• Professional Development & Career Growth Opportunities