Senior Customer Support and Imaging Specialist

Primary Purpose

Coordinate day-to-day external/internal customer and staff relationships; lead and coordinate cross-functional teams to maximize customer satisfaction and meet or exceed division targets and goals.

• High school diploma or GED certificate
• Associate’s degree in Records Management preferred

• Working knowledge of online document management, digital imaging, electronic file transfers, and scanning services
• Strong background in all aspects of records center operations
• Knowledge of records management software
• Self-motivated with the ability to organize, coordinate, train and communicate with staff members
• Knowledge of records management software:
  Paper Vision, Paper Flow, Docurom, Scan-Trax, Data Core

• Three or more years of experience supervising staff in all functions of records management

• Consistently build and enhance external/internal relationships with customers and staff.
• Research and resolve customer issues and supervise work procedures to meet customer demand.
• Generate cost estimates for all digital scanning and online document management projects.
• Serve as main contact with vendors for pricing and analyzing film conversions.
• Coordinate project timelines with staff members and managers.
• Work with manager to develop and report total business, profitability, plans and procedures for office staff.
• Assist with the creation of system enhancements and operating procedures to improve the on-boarding of new customers and on-going customer service support.
• Coordinate the post process required to have images transmitted to create archival microfilm.
• Work closely with the Records Operations Manager to develop and implement a sound work schedule promoting high productivity in the imaging and customer support area.
• Serve as the liaison for Paper-vision software and keep up with maintenance on all equipment.
• Coordinate training of existing and new staff on administrative, customer service and imaging functions.
• Compile supporting documentation validating service measurement of division goals.
• Maintain the confidentiality of sensitive records and information.
• Perform other duties as assigned.