Customer Relationship Rep - Team Lead (Part-Time)

Secur-Serv • Kansas City, MO

4h • Remote

About The Position

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 LinkedIn 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. 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.

Requirements

• 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

Responsibilities

• 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 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, 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 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.

Benefits

• Explore new training opportunities through our LinkedIn 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.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED