Customer Service Representative

We are seeking a detail-oriented and client-focused Customer Service Associate to join our team at a leading document management company. In this role, you will serve as the main point of contact for clients, processing orders for document storage, retrieval, scanning, and destruction services. The ideal candidate is highly detail-oriented, organized, dependable, and excels in a fast-paced, multitasking, and compliance-driven environment.

Key Responsibilities:

• Act as the first point of contact for client inquiries related to document storage, retrieval, and service orders via phone, email, or ticketing system.
• Process and coordinate document pickup, delivery, scanning, and shredding requests with internal warehouse, operations, and driver teams.
• Maintain accurate and up-to-date client account records and document inventories using our internal management system.
• Track job statuses, proactively communicate updates or delays to clients, and resolve any issues or service discrepancies.
• Ensure all client interactions and documentation handling comply with company policies, confidentiality standards, and regulatory requirements.
• Support new clients onboarding by explaining service processes and assisting with the setup of document management protocols.
• Prepare and generate reports on service activity, client requests, and inventory levels as needed.

Qualifications:

• High school diploma or equivalent.
• 1-2 years of customer service experience, preferably in document management, logistics, or records management environment.
• Strong verbal & written communication and organizational skills.
• Proficient in Microsoft Office Suite and comfortable with data entry systems.
• Ability to handle sensitive information with discretion and maintain strict confidentiality.
• Detail-oriented with excellent problem-solving skills and a customer-first mindset.
• Knowledge of Spanish a plus.

At FileBank, our mission is to empower organizations with secure, efficient, and sustainable solutions for managing and protecting their information. For over 40 years, we have helped businesses, government agencies, and institutions navigate the complexities of data compliance, security, and digital transformation.