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About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the role

Our Document Specialists are the key drivers of our operational fulfillment team, ensuring that legal documents are appropriately dispatched and fulfilled by our national network of contracted professional process servers, court messengers, and other contractors.

As a Document Specialist, youll review inbound orders from our customers (law firms and legal professionals across the U.S.), review for accuracy, dispatch to an appropriate server/contractor, answer questions and deal with issues during the filing and delivery, or serve, prepare a proof of service/filing/delivery and ensure timely completion of orders that are assigned to you to oversee. The Document Specialist reports through their Team Lead to the Fulfillment Manager as part of the Operations group.

This is a full-time, competitively compensated hourly role.

Responsibilities

Order inventory management

Be responsible for ensuring the completion of orders that are assigned to you within specified timeframes.
Identify orders outside of the service level and communicate with contractors to obtain status and act as required to ensure the order is completed.
Be responsible for ensuring rush/urgent orders receive special attention as soon as possible.
Communicate with customers directly as required to resolve order issues, obtain new instructions, etc.
Achieve daily, weekly, and monthly productivity goals, including sharing metrics with your manager as required.

Legal document management

Review customer-submitted court documents in preparation for filing, service, or delivery for accuracy and completeness.
Review special instructions and additional customer requests and ensure that these are appropriately considered and translated to the contractor.
Develop a solid understanding of filing and service of process requirements in the jurisdiction(s) that you cover.

Customer and Contractor (Tracker) support

Handle customer escalations relating to orders that are assigned to you by phone and email.
Handle contractor (Tracker) escalations and questions relating to orders that are assigned to you.
Maintain accurate and concise records of your interactions with customers and contractors.

Requirements

Education and Experience

2+ years of experience in either a customer-service-orientated position or a position handling important documentation (legal documents, medical records, financial applications, etc.).
No degree is required, but you must possess a high written and spoken English standard. You must be confident communicating information and instructions to others by telephone and email.
You must be experienced in using a computer. At a minimum, you are familiar with email, word processing, and PDFs. Preferably, you have used order management and/or customer relationship management software previously.
Previous experience working with legal documents would help you stand out.

Knowledge and Skills

An appreciation of the importance of accurately and carefully handling important documentation, such as legal documents.
An ability to communicate clearly, politely, and professionally with customers and independent contractors by telephone and email.
Knowledge of the legal process, especially as it relates to civil lawsuits, and especially the filing and service of those lawsuits, would be an advantage.
Computer savvy and a passion for technology.

Travel

None is required.

Benefits

What sets InfoTrack apart?

We are a remote-friendly company! We encourage you to apply from anywhere in the United States. Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need to successfully collaborate and succeed. At InfoTrack, were committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun! We also believe in a work/life balance that fulfills you while youre here and supports you when youre not. We built our benefits package to prove that were committed to you having everything you need.

Here is what we offer full-time employees:

401(k) Match
Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums

Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
20 Days of Paid Time Off (PTO)
11 Paid Holidays
Be Me Time off for mental health, re-charging, volunteering
Matching Gift Program
Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

InfoTrack was recently certified as a Great Place to Work Find out what our employees are saying

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