Call Center Representative

Call Center Representative
Remote but must be located in New Jersey

Job Summary:
The Customer Service Representative assists the customer support team for MDS' client, Law School Admission Council (LSAC). This position requires commitment to work on LSAC Test Days, which occurs once a month for two days (Friday & Saturday)

Duties/Responsibilities:

• Deliver superior support when handling customer inquiries and complaints in a timely manner.
• Begin each call by performing the mandatory security checks.
• Evaluate data provided by caller to determine and implement the appropriate course of action including but not limited to escalating a call to a Team Lead.
• Record all transactions, action taken, etc. in the notes section for your calls (training provided).
• Respond to assigned emails in a timely manner.
• Record your hours worked using MDS' automated payroll time recording system (training provided).
• Ensure that all client process and procedures have been implemented, understood, and followed.
• Participate and promote the company's culture including, but not limited to, the company's Diversity, Equity, and Inclusion plan.
• Ensure proper use of MDS equipment and sensitive security information and reports.

Required Skills/Abilities:

• Must complete 21 hours of LSAC virtual, paid training prior to being on-shift

• Exceptional interpersonal and customer service skills.
• Ability to prioritize and multitask the handling of multiple calls during your shift.
• Strong problem-solving skills including conflict resolution.
• Must use diffusing skills and patience to deescalate disgruntled callers.
• Basic understanding of laws and regulations regarding the EEOC and ADA.
• Ability to provide practical solutions to complex problems in an independent work environment.

• Ability to determine when a call needs to be escalated.
• Must be available to work on weekends where the LSAC test is being administered.

Education/Experience:

• Prior experience in Customer Service, required
• Experience with high volume call centers, strongly preferred

#CB •

Last updated on Sep 14, 2023