Customer Service Representative

JOB TITLE:

Customer Service Representative

DEPARTMENT:

Training

Revision Date: 01/08/2025
Position Overview

CSRs represent our organization and are the face of our company. Customer service representatives respond to customer inquiries via telephone and face-to-face meetings. The CSRs meet the needs of customers by providing quality service. The list below is not comprehensive of all potential job duties. Other duties may be assigned as needed.
Essential Job Responsibilities

Customer Transactions

• Ensure a smooth check-in process for students
• Answer phone calls and help customers with questions or concerns
• Assist with company inquiries and scheduling issues
• Maintain confidentiality regarding students' information.
• Maintain a positive and professional attitude with customers

Teamwork

• Work with other CSRs to answer phone calls in a timely manner
• Set up and break down instructor-led courses

Lab Monitoring

• Observe student behaviors in the training rooms and computer labs
• Ensure the integrity of the testing processes is not compromised
• Assist students with questions and concerns
• Walk and stand for extended periods of time while monitoring students
• Encourage positive client learning and ensure customer service standards are upheld

Live Online Proctor

• Checks in trainees and verifies identification prior to testing
• Monitors trainees throughout training event
• Communicates lab rules and policies to trainees as needed while proctoring to ensure adherence to HASC rules and policies
• Explains the course and/or exam processes
• Assists trainees with technical assistance related to course navigation, login process, or equipment setup
• Understands testing procedures for each exam and adheres to company quality and security measures
• Reports suspected irregularities or trainee behavior to management immediately
• Responsible for maintaining professional and respectful demeanor
• Assists with covering for lunches and breaks
• Reports all course problems or discrepancies in a timely and efficient manner to the Supervisor of Live Online Proctoring
• Performs other duties as assigned

Opening and Closing Lab

• Ensure labs are functional and operating in the mornings
• Print class rosters each morning and prepare for students
• Sanitize testing areas at end of each day
• Arm and disarm facility as assigned

Additional Daily Lab Duties

• Ensure testing areas are sanitized between customers
• Communicate and coordinate with front counter Customer Service Representatives
• Score tests for select courses
• Troubleshoot computers when customers experience difficulties

Competencies

• Communication Proficiencies
• Troubleshooting and multitasking
• Technical Capacity
• Customer/Client Focus
• Problem Solving/Analysis
• Teamwork Orientation

Preferred Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or GED diploma, or six months to a year related customer service/cash handling experience, or equivalent combination of education and experience.

Language Skills

Ability to understand, read, write, and speak English. Individuals with the ability to speak Spanish are beneficial.

Reasoning Ability/ Decision Making

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and carry out a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge and proficiency in Microsoft Word, Excel, and PowerPoint. Individuals should also have knowledge of Microsoft Outlook, internet software, and other applications. (i.e. OMNI, S2V)
Physical Demands

While performing the duties of this job, the employee is regularly required to read, talk or hear. The employee frequently is required to stand, walk, sit, use hands to handle training equipment and tools, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment

This job is typically in an office environment and may also require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reporting Responsibilities

The Customer Service Representative reports directly to the Operations Manager or site Supervisor. This position does not have direct reports.