Customer Relationship Rep Team Lead (Part-Time)

Secur-Serv is a leading managed services provider of IT print and hardware services with a security focus at the core of every service. Secur-Serv provides nationwide on-site service to businesses of every size focusing on the financial manufacturing transportation and healthcare industries.

Why Secur-Serv
Join Secur-Serv because we are committed to professional and personal growth working with employees to develop a defined career path and helping them achieve their career goals with internal and external training. We empower our employees to innovate and be a part of solutions that improve processes systems and transformation. We recognize and provide an environment where each and every employee can make an impact.

• Explore new training opportunities throughour LinkedIn Learning platform and partners to develop your skills and career.
• Free wellness and mental health resourcesvia ourEmployee Assistance Program (EAP) available which is all employees for help with lifes stresses and up to three visits with a professional.

This is a remote work-from-home position and all qualified candidates are encouraged to apply in the continental U.S. with the exception of candidates from California Maryland Minnesota Colorado Washington New York Maine Illinois or New Jersey.

POSITION SUMMARY
The Customer Relationship Representative -Team Lead supports the Customer Service Client Manager and assists in managing the team of customer service representatives. This role ensures that the team delivers exceptional customer service maintains high call quality and consistently meets daily weekly and monthly performance metrics.

ESSENTIAL RESPONSIBILITES

• Follow all Secur-Serv requirements policies procedures and management directions
• Monitor Team Member requests for assistance in the chat while on shift
• Communicate with the Senior Team Lead and Manger of Team Operations when there are any issues with the team that need to be escalated including excessive call-outs or call tampering
• Acts as the escalation point of contact for all LSAC staff as needed
• When necessary standing-in for shifts that dont have proper coverage as per LSAC standards
• Develops and maintains complete knowledge of all LSAC candidate services and policies including: LSAT CAS LSAC Publications; LSAT administration; Argumentative Writing LawHub LawReady LSAC online website testing accommodations and services provided to law schools.
• Provides proactive front-line candidate communication support including telephone email and chat. All CSRs are expected to maintain a helpful courteous and professional manner when dealing with our candidates.
• Performs related research and problem resolution related to candidate files and account.
• Troubleshoots candidate problems interprets the candidates problem with a viable solution.
• Achieve established guidelines set for CSR performance/quality metrics for all three channels.
• Participates in the training of new hires.
• Acts as a resource to other LSAC departments in supporting their initiatives with products/services.
• May be required to work overtime or flexible shifts based on LSAC business needs including early morning evening and weekends.
• Work all LSAC Test Days held approximately eight times per year with each testing period lasting between two and four days
• Assist with LSAC activities special projects and routine tasks as necessary.
• Assists in administrative duties required by LSAC and as assigned by the Customer Service Client Manager.
• Assist in creation of LSAC Customer Relations support documentation as needed.
• Coordinate and conduct shadow training sessions with new hires and existing team members as needed.

• High School Diploma or GED
• Minimum 2 years of customer service experience
• Minimum 1 year of LSAC CRR expereince
• Exceptional interpersonal and customer service skills
• Excellent organizational skills
• Proficient with Microsoft Office Suite
• Basic understanding of laws and regulations regarding the EEOC and ADA
• Ability to determine when a team member requires additional training
• Familiarity with LSAC standards including but not limited to emails and AHT
• Strong problem-solving skills including conflict resolution
• Ability to provide practical solutions to complex problems in an independent work environment
• Strong de-escalation and diffusing skills with the patience to effectively manage and calm disgruntled callers
• Ability to write in a clear and concise manner
• Strong grammar punctuation and proofreading abilities
• Strong interpersonal skills and ability to collaborate well with other staff as a team player in a contact center environment.

• • Sit Frequently at a desk
  • Frequent fine hand and finger movements (keyboard writing mouse movement)
  • Continual close visual acuity for reading
  • Hearing and Speaking for communication within and outside of company.
  • May be required to lift/push/pull up to 10 pounds for set up/movement of office equipment
  • Mental Requirements must be able to consistently:
    • Learn new tasks
    • Remember Processes
    • Maintain focus
    • Complete tasks independently
    • Make timely decisions in the context of a workflow
    • Ability to communicate effectively
    • Able to adhere to process protocol in a timely manner

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other characteristic protected by law.

Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailingemailprotectedor calling 402.697.3039.

EEO is the law. To review your rights under Equal Employment Opportunity please visit: Drug & Alcohol Use Policy