Log In
Sign Up
Summary:
The Law School Admission Council (LSAC) is a not-for-profit organization focused on supporting diverse and talented individuals in pursuing legal careers. LSAC offers a range of services to candidates throughout the law school admission process. This Customer Relationship Representative position provides support through telephone, email, and chat, offering first-level assistance to candidates.
Responsibilities:
- 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, while maintaining a helpful, courteous, and professional manner.
- Documents candidate feedback as directed and performs 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 various media.
- Performs related research and problem resolution related to candidate files and accounts.
- Troubleshoots candidate problems, interprets the candidate’s issue, and offers a viable solution.
- Documents issues/problems for Team Leaders and/or senior representatives when immediate responses are not possible and notifies candidates of approximate response time.
- Achieves established guidelines set for CSR performance/quality metrics for all three channels (telephone, email, and chat).
- Adapts to changing practices and new procedures and contributes to goal development and achievement.
- Monitors LSAC’s website effectiveness and recommends script revisions when necessary.
- Participates in the training of new hires.
- Acts as a resource to other LSAC departments in supporting their initiatives with products/services.
- Considers the unique needs of the work unit by adhering to lunch and break schedules and reporting to work on time.
- Utilizes computer and telephone equipment effectively.
- Participates in LSAC Forums and webinars to support company initiatives and respond to candidates.
- Available for in-person meetings, training, and sessions, as required.
- May be required to work overtime or flexible shifts based on LSAC business needs, including early morning, evening, and weekends.
- Assists with LSAC activities, special projects, and routine tasks as necessary.
- Responsible for various duties assigned by Supervisor and/or Director, as needed.
Requirements:
- High school diploma required; some college preferred.
- Experience in telephone customer service highly desirable.
- College degree in English or a related field preferred.
- College level work and writing experience.
- B.A. or B.S. degree.
- Strong customer service skills.
