Account Support Rep

MUST BE LOCATED IN NEW JERSEY 

Position Title: Account Support Representative
Classification: Non-Exempt under the Fair Labor Standards Act (FLSA)
Position Status: Part-Time Position (High season: Aug Feb; Low Season: March July)
Compensation: $17.00/hourly Test Day Bonus $3/hour; On-Call Bonus $6/hourly
Report to: Manager of Team Operations
Location: 100% Remote Date: Upcoming Training Dates: May 20, June 17

Job Summary:
The Account Support Representative assists the customer support team for MDS client, Law School
Admission Council (LSAC) by responding to a high-volume of inquiries via phone, chat, and email.
This position requires commitment to work on
LSAC Test Days, which occurs once a month for two days (Friday & Saturday)

Training: MDS' client, LSAC, will host virtual, live training for a small group of new hires each month. This comprehensive training program will span over the course of two weeks during typical business hours. The first week will encompass a robust training covering all aspects of your new role at MDS. Their goal is to provide you with an in-depth understanding of the responsibilities and expectations associated with your position. During the second week of training, you will participate in "reverse shadow sessions" which are designed to enhance your learning experience even further. In these sessions, the trainer will listen to you handle live calls and offer valuable coaching advice between each call. This personalized approach aims to help you sharpen your skills and build confidence in handling various scenarios that may arise during customer interactions.

Upcoming 2024 Training Start Dates:
May 20 (Mon Fri 8:30am 4:45pm)
June 17 (Mon Fri 8:30am 4:45pm)

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.
Ensure proper use of MDS equipment and sensitive security information and reports.

Required Skills/Abilities:
Must have general knowledge of using a laptop in a remote setting
Must be able to generate professional emails with no grammatical or spelling errors
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, once you have been acclimated for approximately 3 months of independent work
Bilingual, not required but a plus