[Hiring] Customer Relationship Representative @Law School Admissions Council

Role Description

Responsible for representing LSAC, providing first-level telephone, email, and chat support to LSAC registrants in a fast-paced Contact Center. 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. This position works under the supervision of the Director of Customer Relationships assisted by the Supervisory team.

Responsibilities

• 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.
• Provides proactive front-line telephone candidate communication support while maintaining a helpful, courteous, and professional manner.
• Documents candidate feedback as directed and 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 various media.
• 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 from problematic telephone calls or emails for Team Leaders and/or senior representatives for resolution.
• Achieves established guidelines set for CSR performance/quality metrics across all channels.
• Adapts to changing practices and new procedures, contributing to goal development and achievement.
• Monitors LSAC’s website effectiveness and recommends script revisions 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.
• Assists with LSAC activities, special projects, and routine tasks as necessary.

Qualifications

• High school diploma required; some college preferred.
• Experience in telephone customer service is 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 identified as primary correspondence representatives.

Requirements

• 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 with 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.
• Ability to maintain professionalism and work well under pressure in a production environment.
• Upbeat, positive disposition and attitude are required.
• Cooperative, flexible, and 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.

Position Type

This role is a full-time position with a standard workweek of Monday through Friday, 8:30 a.m. to 4:45 p.m. ET or 9:45 a.m. to 6:00 p.m. ET, totaling 37.5 hours per week. The position may require overtime, early morning, evening, or weekend work based on business needs.

Work Environment

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.

Physical Demands

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.

Additional Information

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. Except as otherwise provided by law, all terms of employment are subject on an at-will basis and can change at any time.