Monitor and promptly respond to urgent emails received in public folders during non-business hours.
Resolve matters through completion and communicate required follow-up to appropriate Department Managers.
Answer and manage calls received through the after-hours emergency line.
Build and maintain strong working relationships with domestic and international clients, court reporters, videographers, interpreters, and vendors.
Identify and assign appropriate resources to cover urgent or time-sensitive job requests.
Format, review, and distribute rough draft transcripts to clients and accurately process final transcripts according to company standards.
Provide cross-functional support to other departments during peak periods or operational needs.

Bachelor’s degree preferred, or a minimum of three (3) years of experience in a customer service–focused environment.
Demonstrated analytical thinking, sound judgment, and strong problem-solving capabilities.
Proficient in Microsoft Office applications (Outlook, Word, Excel, and Teams).
Ability and eagerness to learn and apply processes and protocols across multiple departments.
Excellent interpersonal and communication skills, with the ability to interact professionally and effectively with customers in real-time.
Strong organizational skills with the ability to prioritize tasks, manage competing deadlines, and thrive in a collaborative team environment.
Proven ability to maintain professionalism, discretion, and confidentiality in all interactions and work settings.

Operations Specialist

Key skills