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 through our Linked In Learning platform and partners to develop your skills and career.
• Free wellness and mental health resources via our Employee Assistance Program (EAP) available which is all employees for help with life's 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.

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.

• 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 Manager 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 don’t 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, Law Hub, Law Ready, 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.
• Travels troubleshoots candidate problems, interprets the candidate’s 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 experience
• 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
• Str…