Customer Service

ob 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 promptly.
• Begin each call by performing the mandatory security checks.
• Evaluate data provided by the 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's automated payroll time recording system (training provided).
• Ensure that all client processes 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:

• 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 de-escalate 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.