Customer Service Assistant – Client Relations & Records Coordination Specialist (Onsite – Houston, TX)

About arenaflex – Empowering Legal Services Through People‑First Solutions

At arenaflex, we believe that exceptional legal support begins with exceptional people. As a leading provider of comprehensive legal and administrative services, arenaflex partners with law firms, corporate legal departments, and government agencies to streamline case management, secure critical records, and deliver unparalleled client experiences. Our mission is to transform complex legal processes into seamless, client‑centric journeys— and we do it by fostering a culture where curiosity, collaboration, and compassion thrive.

Based in the vibrant city of Houston, Texas, our onsite team is the heartbeat of our operations. We are proud to have earned the Happiest Employees Award two years in a row, a testament to our commitment to a supportive, inclusive, and growth‑oriented workplace. If you are detail‑oriented, love solving puzzles, and enjoy making a tangible difference for clients every day, the Customer Service Assistant role at arenaflex could be your next career milestone.

Position Overview – What You’ll Do Every Day

As a Customer Service Assistant at arenaflex, you will serve as the primary liaison between our Client Service Specialists (CSS), external clients, and internal teams. Your proactive problem‑solving mindset and polished communication skills will ensure that record requests, invoicing, and client inquiries move smoothly from initiation to resolution. This is a full‑time, onsite role (Monday‑Friday, 8:00 AM – 5:00 PM) located in Houston, TX.

Key Responsibilities

• Client Communication Support: Assist Client Service Specialists by drafting, sending, and tracking client communications to obtain necessary records and documentation.
• Follow‑Up Management: Proactively follow up with clients on fee approvals, authorizations, and “no record” notifications to keep projects on schedule.
• Invoice & Correspondence Handling: Receive, review, and organize incoming invoices and related correspondence, ensuring accuracy and timely processing.
• Agent & Field Contact Coordination: Answer calls and emails from agents, field contacts, and other stakeholders, providing clear and courteous assistance.
• Research & Data Verification: Investigate incomplete or missing contact information for facilities, updating records to maintain data integrity.
• Expediting Calls: Make urgent calls for time‑sensitive requests, client follow‑ups, and problem records, escalating issues when necessary.
• CSR Email & Voicemail Monitoring: Monitor the Customer Service Representative (CSR) inbox and voicemail, responding promptly to inquiries and routing messages appropriately.
• Record Troubleshooting: Research missing records, identify root causes, and collaborate with internal teams to resolve discrepancies.
• Custodian Invoicing:
  • Validate that invoice amounts align with record request limits.
  • Process payments via check or credit card, ensuring compliance with financial controls.
  • Log credit‑card transactions and verify check clearances.
  • Prepare payment documentation for internal stakeholders or client distribution.
• Custodian Correspondence Management:
  • Research the purpose of each piece of correspondence.
  • Coordinate directly with facilities or track items for internal CSR review, maintaining a clear audit trail.

Essential Qualifications

• High school diploma or equivalent (GED accepted).
• Minimum of 2 years proven experience in a customer service or client‑facing role.
• Demonstrated ability to communicate clearly and professionally via phone and email.
• Strong organizational skills with a keen eye for detail and accuracy.
• Basic proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM or case‑management platforms.
• Ability to multitask, prioritize competing demands, and meet tight deadlines without sacrificing quality.

Preferred Qualifications & Experience

• Experience in the legal, insurance, or administrative services industry.
• Exposure to invoicing processes, payment reconciliation, or financial documentation.
• Knowledge of record‑retrieval procedures, privacy regulations (e.g., HIPAA, GDPR), or compliance standards.
• Previous work in a fast‑paced, on‑site office environment supporting multiple internal teams.
• Certification in customer service excellence (e.g., HDI, COPC) or related professional development.

Core Skills & Competencies for Success

• Active Listening: Ability to fully understand client needs, ask clarifying questions, and respond with empathy.
• Problem‑Solving: Proactive identification of obstacles and creative resolution strategies.
• Critical Thinking: Analyzing data, spotting patterns, and making informed decisions quickly.
• Written Communication: Crafting concise, accurate, and courteous emails and documentation.
• Time Management: Balancing multiple tasks while maintaining high standards of service.
• Team Collaboration: Working closely with CSS, legal analysts, finance, and external partners to achieve shared goals.
• Technology Savvy: Comfortable navigating new software tools, databases, and digital communication platforms.

Why arenaflex? – Benefits, Culture, and Growth Opportunities

Joining arenaflex means becoming part of a community that values your well‑being, professional development, and personal passions. We invest in our people so they can deliver their best work for our clients.

Comprehensive Compensation & Perks

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and annual salary reviews.
• Medical, dental, and vision insurance plans with generous employer contributions.
• Paid parental leave, family‑friendly policies, and flexible PTO to support work‑life balance.
• LifeLock identity protection for you and your immediate family.
• Pet‑friendly workplace initiatives, including occasional “bring‑your‑pet‑to‑work” days.
• Regular team‑building events, wellness challenges, and community service outings.
• Employee assistance program (EAP) offering counseling, financial advice, and legal resources.

Learning & Development

arenaflex is committed to your continuous growth. As a Customer Service Assistant, you will have access to:

• On‑the‑job training covering legal record‑retrieval processes, invoicing systems, and compliance best practices.
• Monthly workshops on communication excellence, conflict resolution, and advanced Excel techniques.
• Tuition reimbursement for relevant certifications or degree programs.
• Mentorship programs pairing you with senior legal operations professionals.
• Opportunities to cross‑train with other departments, expanding your skill set and visibility within the organization.

Career Path & Advancement

Your role is a launchpad for a rewarding career in legal operations, client services, or finance. Typical progression pathways include:

• Senior Customer Service Representative → Team Lead → Customer Service Manager.
• Transition into specialized roles such as Records Retrieval Analyst, Billing Coordinator, or Compliance Officer.
• Potential movement into broader operational leadership positions, leveraging your front‑line experience.

Work Environment & Culture at arenaflex

Our Houston office is designed to foster collaboration, creativity, and comfort. Highlights include:

• Open‑plan workspaces with quiet zones for focused tasks.
• Modern break rooms stocked with healthy snacks and coffee stations.
• Regular “Lunch & Learn” sessions featuring guest speakers from the legal and tech industries.
• Diversity, equity, and inclusion (DEI) initiatives that celebrate varied perspectives and promote an equitable workplace.
• Transparent leadership that encourages open dialogue and employee feedback.

How to Apply – Take the Next Step with arenaflex

If you are ready to bring your positive attitude, problem‑solving spirit, and dedication to client service to a dynamic team, we want to hear from you. Apply today and discover why arenaflex is consistently recognized as a top employer for employee happiness and professional growth.

Apply Now: Customer Service Assistant – arenaflex

Learn more about our award‑winning workplace culture: arenaflex – Happiest Employees Award

We look forward to welcoming you to the arenaflex family and supporting your journey toward a fulfilling, impactful career.