Customer Relationship Representative; Part-Time

Customer Relationship Representative

Secur-Serv is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries. Join Secur-Serv because we are committed to professional and personal growth, working with employees to develop a defined career path and helping them achieve their career goals with internal and external training.

We empower our employees to innovate and be a part of solutions that improve processes, systems, and transformation. We recognize and provide an environment where each and every employee can make an impact.

This is a remote, work-from-home position, and all qualified candidates are encouraged to apply in the continental U.S., with the exception of candidates from Colorado, California, Washington, Maryland, Hawaii, New York, Illinois, Connecticut, DC, Vermont, Virginia or New Jersey.

POSITION SUMMARY The Customer Relationship Representative provides accurate, professional, courteous, and timely responses to candidate inquiries via telephone, email, and chat for LSAT programs. Efficiently processes candidates' inquiries, researches, and resolves candidate concerns. Responsible for representing LSAC, providing first-level telephone, email, and chat support to LSAC registrants in fast paced Contact Center. Works under supervision of the Director of Customer Relationships assisted by Supervisory team.

We have a flexible schedule, where the CRR enters their availability to work various shifts between 9:00am - 9:00pm, and then are scheduled up to 29 hours a week.

Must be available to work 40 hours a week for your first 2 weeks for paid training. All CRRs must be available and are scheduled to work a minimum of eight weekends a year to meet our client's needs.

• Follow all Secur-Serv requirements, policies, procedures, and management directions.
• Develops and maintains complete knowledge of all LSAC candidate services and policies, including: LSAT, CAS, LSAC Publications; LSAT administration;
  Argumentative Writing, Law Hub, Law Ready, LSAC online website, testing accommodations and services provided to law schools.
• Provides proactive front-line candidate communication support, including telephone, email and chat. All CSRs are expected to maintain a helpful, courteous, and professional manner when dealing with our candidates.
• Documents candidate feedback as directed.
• Performs any authorized data entry necessary to respond to candidate inquiries.
• Composes and prepares accurate, helpful, and timely written responses to both routine and complex candidate inquiries via a variety of media, including letters and LSAC and Accommodations email.
• Performs related research and problem resolution related to candidate files and accounts.
• Troubleshoots candidate problems, interprets the candidate's problem with a viable solution.
• Documents issues/problems because of problematic telephone calls or emails for Team Leaders and/or senior representatives for resolution when immediate responses are not possible, notifying candidate of approximate response time.
• Achieve established guidelines set for CSR performance/quality metrics, for all three channels.
• Adapts to changing practices and new procedures. Accepts and contributes to goal development and achievement.
• Monitors LSAC's web site effectiveness and recommends script revision when necessary.
• Participates in the training of new hires.
• Acts as a resource to other LSAC departments in supporting their initiatives with products/services.
• Considers the unique needs of the work unit in providing customer service by adhering to lunch and break schedules and reporting to work on time.
• Utilizes computer and telephone equipment effectively.
• Participates in LSAC Forums and webinars to support company initiatives and respond to candidates.
• Available for in-person meetings, training and sessions, as required.
• May be required to work overtime or flexible shifts based on LSAC business needs, including early morning, evening and weekends.
• Assist with LSAC activities, special projects, and routine tasks, as necessary.
• Responsible for various duties assigned by Supervisor and/or Director, as needed

• High School Diploma or GED
• Minimum 2 years of customer service experience
• Strong verbal skills, including a clear speaking voice, strong language skills,…