Customer Relationship Representative

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Serve as a representative for LSAC, delivering first-level support via telephone, email, and chat for LSAC registrants involved in LSAT programs.

• Address candidate inquiries promptly, courteously, and professionally with accurate information.

• Cultivate and sustain a comprehensive understanding of LSAC candidate services, policies, LSAT, CAS, publications, testing accommodations, the website, and the services offered to law schools.

• Log candidate feedback and conduct authorized data entry tasks.

• Generate precise and timely written responses to both routine and complex inquiries.

• Investigate and resolve issues related to candidate files and accounts.

• Manage and process returned event-driven emails from candidates, including bulk mailings.

• Diagnose candidate issues and propose effective solutions.

• Record unresolved matters for Team Leaders or senior representatives and inform candidates about expected response times.

• Meet established performance and quality standards across telephone, email, and chat communications.

• Evaluate website performance and suggest revisions to scripts.

• Assist in training new employees.

• Serve as a resource for other LSAC departments in support of various initiatives.

• Utilize computer and telephone equipment efficiently.

• Support LSAC activities, special projects, and routine functions.

• Operate under the guidance of the Director of Customer Relationships and the supervisory team.

⛳️ Requirements

• A high school diploma is mandatory.

• Some college education is preferred.

• Experience in telephone customer service is highly advantageous.

• A college degree in English or a related field is preferred for Candidate Services Representatives.

• College-level coursework and writing experience are required for representatives handling primary correspondence.

• Strong customer service abilities, a clear speaking voice, and exceptional language skills, including excellent diction and tone.

• Proficient writing, grammar, punctuation, and proofreading skills.

• Strong data entry capabilities.

• Familiarity with Microsoft Office, Windows, and Adobe Acrobat; experience with LSAC applications is a plus.

• An understanding of higher education admission procedures and concepts is preferred.

• Capacity to maintain professionalism and perform effectively under pressure in a production environment.

• Excellent interpersonal and teamwork skills suited for a call center setting.

• Bilingual candidates are encouraged to apply.

• Availability to work Monday through Friday within a standard 37.5-hour workweek.

• May be required to work overtime, early morning, evening, or weekend shifts as needed by the business.

🏝️ Benefits

• Consideration for remote work arrangements.

• Potential availability of overtime.

• Flexible shift options may be offered based on business requirements.

• Reasonable accommodations will be provided for individuals with disabilities.

• Opportunities to engage in training and forum activities.