Customer Relationships Representative

Summary of Position:

Responsible for representing LSAC, providing first-level telephone, email, and chat support to LSAC registrants in fast paced Contact Center. Provides accurate, professional, courteous, and timely responses to candidate inquiries via telephone, email, chat for LSAT programs. Efficiently processes candidates’ inquiries, researches, and resolves candidate concerns. This position works under supervision of the Director of Customer Relationships assisted by Supervisory team.

Pay rate: $19/hr - $23/hr

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The individual employed in this position will be required to:

• Develops and maintains complete knowledge of all LSAC candidate services and policies, including: LSAT, CAS, LSAC Publications; LSAT administration; LSAC online website, testing accommodations and services provided to law schools.
• Develops and maintains knowledge of all services and policies.
• Provides proactive front-line telephone candidate communication support. 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.
• Monitors and processes returned event-driven email sent to candidates from LSAC including bulk mailing.
• 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.
• Travels occasionally to support LSAC training or forum participation.
• May be required to work overtime or flexible shifts based on LSAC business needs.
• Assist with LSAC activities, special projects, and routine tasks, as necessary.

• Strong customer service skills including a clear speaking voice, strong language skills, excellent diction, and tone. Public relations skills required, including the ability to listen and empathize while diplomatically applying LSAC policies.
• Ability to write in a clear and concise manner. Strong grammar, punctuation, and proofreading abilities.
• Knowledge of Microsoft Office, Windows, Adobe Acrobat, and ability to work with LSAC applications a plus.
• Strong data entry skills necessary.
• Familiarity with higher education admission procedures and concepts, such as transcripts, preferred.
• 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 call center environment.
• Bilingual encouraged to apply.

Required Experience and Education:

• High school diploma required; some college preferred.
• Experience in telephone customer service highly desirable.
• College degree in English or a related field preferred for all Candidate Services Representatives.
• College level work and writing experience (preferably in a customer services environment) is required for Candidate Services Representatives that are identified as primary correspondence representatives.

Preferred Experience and Education:

• B.A. or B.S. degree
• Strong customer service skills

Supervisory Responsibilities:

• This role does not have people management responsibilities.

Position Type:

• This role is a full-time/part-time position with a standard workweek of Monday through Friday, 8:30 a.m. to 4:45 p.m. ET or 9:45am – 6:00pm ET, 37.5 hours per week. The position may require overtime or weekend work.

• No travel is expected for this position. Occasional travel opportunities may be available.

• This job operates in a remote and/or professional office environment. Whether remote or in-office, this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to write, hear, speak, and present materials.

Please note that this job description may not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Job responsibilities may change at any time with or without notice.

Acknowledgment: