Call Center Representative Job at Micro-Data Systems Inc., Holmdel, NJ

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  • Micro-Data Systems Inc.
  • Holmdel, NJ

Job Description

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

Job Tags

Remote job, Shift work, Weekend work, Saturday,

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