Scheduling Assistant (West Coast)

Steno

Steno

Remote
Posted on Sunday, October 22, 2023

Scheduling Assistant, Customer Success

Full-Time, Remote

Steno’s Customer Success Team is looking for a Scheduling Assistant to join our winning team! 

In this role, you’ll support Steno’s Account Managers with administrative tasks related to clients requests and booking new jobs or services. Your day to day might include client communication, scheduling, handling exhibits and pre-deposition needs, and other administrative support as needed. 

Who are you? 

As a Scheduling Assistant at Steno, you’ll make a direct impact on our clients by serving as an extension of their office. We offer white glove service and you’ll be on the front lines ensuring that quality of service is delivered consistently.

You’re perfect for this role if you operate with a hospitality mindset and offer amazing customer service. You’re quick to learn new systems and thrive in a fast-paced environment. We know you’ve heard this before, but our Customer Success team is often coordinating many moving parts and interfacing with both internal and external teams on a daily basis. If you’re a natural problem-solver and people-person, this could be the role for you.

On a regular basis, you will: 

  • Manage all client preferences and communicate them to your team, providing white glove service.

  • Work across the Operations systems to schedule jobs, handle reschedules and cancellations, and add services in a timely manner to meet client deadlines.

  • Triage incoming Zendesk requests and route to appropriate operations team or account manager.

  • Deescalate potentially difficult client interactions while maintaining a professional demeanor–you know when to handle things on your own and when to escalate an issue to your Scheduling Manager. 

  • Work with your Scheduling Manager to obtain service agreements for all of your accounts.

  • Collaborate with cross-functional teams to ensure all client needs are met.

You’re gonna crush if:

  • You have 1+ years of administrative, coordination, or operational assistant experience (prior court reporting agency experience is a huge plus!).

  • You’re proficient with using technology, software, and cloud based applications (Google Workspace and Slack experience is preferred).

  • Integrity is one of your core values–you can be trusted to maintain confidentiality and handle sensitive information.

  • You’re a quick learner and feel comfortable picking up new systems and processes.

  • You can effectively prioritize among competing tasks and have excellent time management skills. 

  • You have the ability to work though highly detailed processes at an efficient pace. 

  • You’re flexible and can deal with ambiguity from time to time while remaining organized.

  • You have excellent listening skills and exceptional verbal and written communications skills.

  • You have the desire to work with a fast-paced and quickly growing tech start-up and you are enthusiastic about the opportunity for growth within the company. 

Compensation & Benefits:

  • Hourly rate: $19-$22

  • Health, Vision, & Dental Benefits – generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental

  • Wellness/Mental Health – shared benefits to be used among employees and families

  • Flexible Paid Time Off – allowing employees to find balance in their lives

  • Options of Equity – we know our success is nothing without our team

  • A home office setup, a monthly stipend to cover internet/phone- And more!

Our Team

The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.

Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients.

About Steno

  • Founded in 2018; grown from 9 to about 175 in 4 years

  • Values: be highly reliable, constantly innovate, operate with a hospitality mindset

  • Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience

  • We are revolutionizing the litigation and court reporting industry

    • Flexible litigation financing (e.g., DelayPay)

    • Cutting-edge technology - unique products and integrations to maximize the output of legal professionals

    • White glove, concierge customer service that our clients rave about

Steno is an equal opportunity employer and does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental ability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business needs.

Note: Steno personnel will always have a steno.com email address. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer has been extended.