West Coast Scheduling Assistant

West Coast Scheduling Assistant, Customer Success (Remote) 

Full-Time, Remote / Hourly, Non-Exempt / Includes Benefits, PTO, Equity

Steno’s Customer Success Team is looking for a West Coast 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. The team is looking for someone to cover a Monday through Friday 10 am-7 pm in the Pacific Standard Time zone.

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 the 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 through 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 communication 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: $20-$27
• Health, Vision, & Dental Benefits - low-cost health plans that free up mind space and unlock our employees' best work
• 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
• Access to a company-provided 401(k) account
• 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 and growing fast!
• 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 deferred payment options (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

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [email protected]. 
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications. 
• Information provided to Steno, such as professional credentials and skills, educational and work history, and other information that may be included on a resume or application, is collected and stored in our system, but we never disclose or sell your personal information.