Customer Support and Imaging Clerk I

Primary Purpose:

Develop and strengthen relationships between the Records Management Services division and new and existing customers. Responsible for day-to-day client support, engagement, relationship development and customer satisfaction. The Customer Support and Imaging Clerk will maintain divisional records using Total Recall and Paper Vision software to maintain and monitor file room activity and holdings.

Qualifications:

Education/Certification:

• High school diploma or GED certificate

Special Knowledge/Skills:

• Ability to type a minimum of 55 words per minute.
• Ability to perform high levels of daily repetitive motion.
• Excellent interpersonal and oral and written communication skills
• Knowledge of Microsoft Office, Excel, Access, Word, Document Imaging, Picture Manager, and some networking
• Ability to coordinate, multi-task and prioritize assignments in a complex environment.
• Knowledge of online document management, digital imaging, and scanning services
• Ability to effectively adapt to changing situations within the workplace.

Experience:

• Five years of experience working in electronic document management or digital scanning with customer service experience

Major Responsibilities and Duties:

• Maintain the quality, integrity, security, and confidentiality of sensitive records.
• Assist customers with service delivery questions and resolve them in a timely manner.
• Pull email or fax requests for microfilm or hard copy and provide to customers.
• Use Paper-flow software to index imaged data.
• Use Total Recall software to process customer requests.
• Conduct quality checks on scanned images in network and on hard drives.
• Prep and scan all documents for incoming jobs and perform quality control of images created.
• Work closely with the immediate supervisor to develop and implement a sound schedule that will promise high production and fast turnaround of all projects.
• Assist with the review and setup of microfilm conversion projects.
• Quality control all new file/box data entered before sending to customers.
• Scan Destruction Certificates into Total Recall.
• Site check all scanned documents in Paper Flow upon completion of scan.
• Perform Match & Merge process on indexed data when needed.
• Perform other duties as assigned.