Customer Relationship Representative – Part-Time
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Job Description
Part-time remote Customer Relationship Representative supporting LSAC registrants through phone, email, and chat. Resolving LSAT program inquiries for Secur-Serv, a managed IT, print, and hardware services provider.
Responsibilities:
- Provide accurate, professional, courteous, and timely responses to candidate inquiries via telephone, email, and chat for LSAT programs
- Process candidate inquiries efficiently, research issues, and resolve candidate concerns
- Provide first-level telephone, email, and chat support to LSAC registrants in a fast-paced contact center
- Maintain complete knowledge of LSAC candidate services and policies, including LSAT, CAS, LSAC Publications, LSAT administration, Argumentative Writing, LawHub, LawReady, the LSAC website, testing accommodations, and services provided to law schools
- Document candidate feedback and perform authorized data entry
- Compose accurate, helpful, and timely written responses to routine and complex candidate inquiries
- Research and resolve issues related to candidate files and accounts
- Troubleshoot candidate problems and provide viable solutions
- Document unresolved issues for Team Leaders or senior representatives and notify candidates of approximate response times
- Achieve established customer service performance and quality metrics across telephone, email, and chat channels
- Adapt to changing practices and new procedures
- Monitor LSAC website effectiveness and recommend script revisions
- Participate in training new hires
- Act as a resource to other LSAC departments supporting product and service initiatives
- Participate in LSAC forums and webinars
- Attend in-person meetings, training, and sessions as required
- Assist with LSAC activities, special projects, and routine tasks
- Perform other duties assigned by the Supervisor or Director
Requirements:
- High School Diploma or GED
- Minimum 2 years of customer service experience
- Strong verbal skills, including a clear speaking voice, strong language skills, excellent diction, and tone
- Ability to write in a clear and concise manner
- Strong grammar, punctuation, and proofreading abilities
- Knowledge of Microsoft Office, Windows, Adobe Acrobat, and Excel
- Strong customer service and problem-resolution skills
- Ability to maintain professionalism and work well under pressure in a production environment
- Upbeat, positive disposition and attitude
- Cooperative, flexible, and adaptable to change
- Strong interpersonal and team collaboration skills in a contact center environment
- Ability to work 40 hours per week during the first 2 weeks for paid training
- Availability to work a minimum of eight weekends per year
- Availability for flexible shifts, including early morning, evening, and weekend shifts as required
- Ability to work with LSAC application (preferred)
- Familiarity with higher education admission procedures and concepts, such as transcripts (preferred)
- Ability to sit frequently at a desk and perform frequent keyboard, writing, and mouse movements
- Continual close visual acuity for reading
- Hearing and speaking ability for communication
- Ability to lift/push/pull up to 10 pounds for office equipment setup or movement
- Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely workflow decisions, communicate effectively, and adhere to process protocols
Benefits:
- Professional and personal growth opportunities
- Defined career path support
- Internal and external training
- LinkedIn Learning platform and partner training opportunities
- Free wellness and mental health resources through the Employee Assistance Program (EAP)
- Up to three visits with a professional through the EAP
- Paid training for the first 2 weeks
- Flexible work schedule
- Remote work-from-home arrangement
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