Customer Relationships Representative

Company Name: Law School Admission Council
Location: USA

The Law School Admission Council is a not-for-profit organization committed to promoting quality, access, and equity in law and education worldwide by supporting individuals’ enrollment journeys and providing preeminent assessment, data, and technology services.

Summary Of Position

We are looking for a dynamic customer service professional who will be responsible for providing first-level telephone and email support to LSAC registrants. This candidate will provide accurate, professional, courteous and timely responses to candidate inquiries and complaints via telephone and email for LSAT, MPRE, and LLM programs. This representative will efficiently processes candidate transactions (e.g., registrations, orders, file changes, etc.), and will conduct research to resolve candidate concerns. Each representative will focus on correspondence which will vary depending on the needs of the department. This position works under supervision of the Manager of Candidate Relations assisted by Team Leaders.

Responsibilities

• Develops and maintains complete knowledge of all LSAC candidate services and policies, including: LSAT, CAS, and LLM enrollment; LSAC Publications; LSAT administration; LSAC online website, testing accommodations and services provided to law schools.
• Develops and maintains knowledge of MPRE registration 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, MPRE, 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 LSAC, MPRE, and LLM including bulk mailing such as LSAT score emails, Sabbath reminder emails, fees owed emails, 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 and/or senior representatives for resolution when immediate responses are not possible, notifying candidate of approximate response time.
• Achieve established guidelines set for CSR availability, RONAs, inbound and outbound aux calls, and holds.
• 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.May contribute to the creation and revision of LSAC, MPRE, and LLM online language.
• Participates in the training of new hires.
• Acts as a resource to other LSAC staff in disseminating new LSAC and MPRE 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 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.
  
  

Qualifications

• High school diploma required, some college preferred.
• 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.
• Experience in telephone customer service highly desirable.
  

LSAC actively seeks to foster greater levels of diversity in our workforce and in our pipeline of future leaders. We are committed to attract and retain candidates who have a passion for their work and encourage all qualified individuals, including minorities, women, LGBTQ, and differently abled, to apply. LSAC is an Equal Opportunity Employer.

• Seniority level

  Associate

• Employment type

  Full-time

• Job function

  Customer ServiceInformation Technology

• Industries

  Information Technology and ServicesComputer SoftwareFinancial Services