Customer Relationship Representative… at Secur-Serv · Remote

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.

Why Secur-Serv? 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.

• Explore new training opportunities through our LinkedIn Learning platform and partners to develop your skills and career.
• Free wellness and mental health resources via our Employee Assistance Program (EAP) available which is all employees for help with life's stresses and up to three visits with a professional.

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 California, Maryland, Minnesota, Colorado, Washington, New York, Maine, Illinois, 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.

ESSENTIAL RESPONSIBILITIES

• 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, LawHub, LawReady, LSAC online website, testing accommodations and services provided to law schools.
• Develops and maintains knowledge of all services and policies.
• 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

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, Excel
• Strong focus on customer service skills, with focus on problem resolution, first contact resolution,
• The ability to maintain professionalism and work well under pressure in a production environment.
• Upbeat, positive disposition and attitude is required.
• Cooperative, flexible, and being adaptable to change is necessary.
• Strong interpersonal skills and ability to collaborate well with other staff as a team player in a contact center environment.

PREFERRED SKILLS/EXPERIENCE

• Ability to work with LSAC application
• Familiarity with higher education admission procedures and concepts, such as transcripts

PHYSICAL/MENTAL REQUIREMENTS

• Sit Frequently at a desk
• Frequent fine hand and finger movements (keyboard, writing, mouse movement)
• Continual close visual acuity for reading
• Hearing and Speaking for communication within and outside of company.
• May be required to lift/push/pull up to 10 pounds for set up/movement of office equipment,
  • Mental Requirements – must be able to consistently:
    • Learn new tasks,
    • Remember Processes,
    • Maintain focus,
    • Complete tasks independently
    • Make timely decisions in the context of a workflow,
    • Ability to communicate effectively,
    • Able to adhere to process protocol in a timely manner

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing [email protected] or calling 402.697.3039.

EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

Secur-Serv Drug & Alcohol Use Policy