Customer Service Representative

Job Title Customer Service Representative Department Training Revision Date: 01/08/2025 Position Overview The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. 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 studentsAnswer phone calls and help customers with questions or concernsAssist with company inquiries and scheduling issuesMaintain confidentiality regarding students’ information.Maintain a positive and professional attitude with customers Teamwork Work with other CSRs to answer phone calls in a timely mannerSet up and break down instructor-led courses Lab Monitoring Observe student behaviors in the training rooms and computer labsEnsure the integrity of the testing processes is not compromisedAssist students with questions and concernsWalk and stand for extended periods of time while monitoring studentsEncourage positive client learning and ensure customer service standards are upheld Live Online Proctor Checks in trainees and verifies identification prior to testingMonitors trainees throughout training eventCommunicates lab rules and policies to trainees as needed while proctoring to ensure adherence to HASC rules and policiesExplains the course and/or exam processesAssists trainees with technical assistance related to course navigation, login process, or equipment setupUnderstands testing procedures for each exam and adheres to company quality and security measuresReports suspected irregularities or trainee behavior to management immediatelyResponsible for maintaining professional and respectful demeanorAssists with covering for lunches and breaksReports all course problems or discrepancies in a timely and efficient manner to the Supervisor of Live Online ProctoringPerforms other duties as assigned Opening and Closing Lab Ensure labs are functional and operating in the morningsPrint class rosters each morning and prepare for studentsSanitize testing areas at end of each dayArm and disarm facility as assigned Additional Daily Lab Duties Ensure testing areas are sanitized between customersCommunicate and coordinate with front counter Customer Service RepresentativesScore tests for select coursesTroubleshoot computers when customers experience difficulties Competencies Communication ProficienciesTroubleshooting and multitaskingTechnical CapacityCustomer/Client FocusProblem Solving/AnalysisTeamwork 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.