Customer Relationships Representative

Profile

Customer Relationships Representative
The candidate will be responsible for providing first-level telephone and email support to company registrants. Provides accurate, professional, courteous and timely responses to candidate inquiries and complaints via telephone and email for LSAT, Technical and LLM programs. Efficiently processes candidate transactions (e.g., registrations, orders, file changes, etc.), researches and resolves candidate concerns. Focus on phone/correspondence. This position works under supervision of the Manager of Candidate Relations assisted by Team Leaders/Supervisors/Coordinators. Develops and maintains complete knowledge of all COMPANY candidate services and policies, including: LSAT, CAS, and LLM enrolment; company Publications; LSAT administration; company online website, testing accommodations and services provided to law schools. 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 company, Technical and LLM email. Performs related research and problem resolution related to candidate files and accounts. Monitors and processes returned event-driven email sent to candidates from company, Technical and LLM including bulk mailing related to any candidate event, such as LSAT score emails, test day communications, and the like. Troubleshoots candidate problems, interprets the candidate’s problem with a viable solution. Documents issues/problems as a result of problematic telephone calls or emails for Team Leaders, Supervisors and/or senior representatives for resolution when immediate responses are not possible, notifying candidate of approximate response time. Achieve established guidelines set for CSR telephone operating standards, for inbound/outbound calls (Log In, Availability, Call Handling Time). Achieve established guidelines set for CSR email standards. Achieve established guidelines set for quality metric standards. Adapts to changing practices and new procedures. Accepts and contributes to goal development and achievement. Monitors company’s web site effectiveness and recommends script revision when necessary. May contribute to the creation and revision of company, MPRE, and LLM online language. Participates in the training of new hires, refresher sessions and responsible for keeping abreast of all new processes/procedures. Acts as a resource to other staff in disseminating new COMPANY policy information. May assist other departments in form letter development and problem resolution. 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 facilities effectively, including documentation and record keeping capabilities. Travels occasionally to support training or forum participation. May be required to work overtime or flexible shifts based on COMPANY business needs, including evenings, weekends and holidays. Assist with company activities, special projects and routine tasks as necessary.

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