Experienced Customer Relationship Representative – Law School Admission Process Support

At arenaflex, we are dedicated to advancing law and justice by encouraging diverse, talented individuals to study law and by supporting their enrollment and learning journeys from prelaw through practice. As a key member of our team, you will play a vital role in providing exceptional customer service to our registrants, ensuring their needs are met, and exceeding their expectations.

Job Overview

We are seeking an experienced Customer Relationship Representative to join our team in Newtown, PA. As a Customer Relationship Representative, you will be responsible for representing arenaflex, providing first-level telephone, email, and chat support to our registrants in a fast-paced Contact Center environment. You will be the primary point of contact for our candidates, providing accurate, professional, courteous, and timely responses to their inquiries via telephone, email, and chat.

Key Responsibilities

- Develop and maintain complete knowledge of all arenaflex 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. - Provide proactive front-line candidate communication support, including telephone, email, and chat. Maintain a helpful, courteous, and professional manner when dealing with our candidates. - Document candidate feedback as directed and perform any authorized data entry necessary to respond to candidate inquiries. - Compose and prepare accurate, helpful, and timely written responses to both routine and complex candidate inquiries via a variety of media, including letters and LSAC and Accommodations email. - Perform related research and problem resolution related to candidate files and accounts. - Troubleshoot candidate problems, interpret the candidate's problem with a viable solution, and document issues/problems because of problematic telephone calls or emails for Team Leaders and/or senior representatives for resolution when immediate responses are not possible. - Achieve established guidelines set for CSR performance/quality metrics, for all three channels. - Adapt to changing practices and new procedures, accept and contribute to goal development and achievement. - Monitor LSAC's web site effectiveness and recommend script revision when necessary. - Participate in the training of new hires and act as a resource to other arenaflex departments in supporting their initiatives with products/services. - Consider the unique needs of the work unit in providing customer service by adhering to lunch and break schedules and reporting to work on time. - Utilize computer and telephone equipment effectively and participate in LSAC Forums and webinars to support company initiatives and respond to candidates. - Be available for in-person meetings, training, and sessions, as required, and may be required to work overtime or flexible shifts based on arenaflex business needs, including early morning, evening, or weekend work.

Competencies

- Strong verbal skills, including a clear speaking voice, strong language skills, excellent diction, and tone. Public relations skills required, including the ability to listen and empathize while diplomatically applying arenaflex policies. - Ability to write in a clear and concise manner, with strong grammar, punctuation, and proofreading abilities. - Knowledge of Microsoft Office, Windows, Adobe Acrobat, Excel, and ability to work with arenaflex applications a plus. - Strong focus on customer service skills, with a focus on problem resolution, first contact resolution, and data entry skills necessary. - Familiarity with higher education admission procedures and concepts, such as transcripts, a plus. - The ability to maintain professionalism and work well under pressure in a production environment. - Upbeat, positive disposition and attitude required. - Cooperative, flexible, and adaptable to change necessary. - Strong interpersonal skills and ability to collaborate well with other staff as a team player in a contact center environment. - Bilingual skills a plus.

Qualifications

- 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.

Supervisory Responsibilities

- This role does not have people management responsibilities.

Position Type

- This role is a full-time/part-time position with a standard workweek of Monday through Friday, 8:30 a.m. to 4:45 p.m. ET or 9:45 a.m. – 6:00 p.m. ET, 37.5 hours per week. The position may require overtime, early morning, evening, or weekend work based on arenaflex business needs.

Travel

- Occasional travel may be required for in-person sessions and/or opportunities may be available for company Forums.

Work Environment

- This job operates in a remote and/or professional office environment. Whether remote or in-office, this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. - While performing the duties of this job, the employee is regularly required to write, hear, speak, and present materials.

Additional Information

- Please note that this job description may not contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Job responsibilities may change at any time with or without notice. - Except as otherwise provided by law, all terms of employment are subject on an at-will basis and can change at any time.

Compensation and Benefits

- Competitive hourly rate of $22-$24 per hour, depending on experience. - Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and paid time off. - Opportunities for career growth and professional development. - Collaborative and dynamic work environment.

How to Apply

If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job