Customer Service Representative

About the role

We are a 30+ year company supporting the petrochemical and manufacturing industry domestically and internationally, positioned along the Gulf Coast. Customer Service Representatives (CSRs) are the face of our organization, responding to customer inquiries via telephone and face-to-face meetings while providing quality service.

Responsibilities

• Customer Transactions
  • Ensure a smooth check-in process for students
  • Answer phone calls and assist customers with questions or concerns
  • Handle company inquiries and scheduling issues
  • Maintain confidentiality regarding students’ information
  • Maintain a positive and professional attitude with customers
• Teamwork
  • Collaborate 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 training rooms and computer labs
  • Ensure the integrity of testing processes is not compromised
  • Assist students with questions and concerns
  • Walk and stand for extended periods while monitoring students
  • Encourage positive client learning and uphold customer service standards
• Live Online Proctor
  • Check in trainees and verify identification prior to testing
  • Monitor trainees throughout training events
  • Communicate lab rules and policies to trainees
  • Explain course and/or exam processes
  • Assist trainees with technical issues (course navigation, login, equipment setup)
  • Understand testing procedures for each exam and adhere to company quality and security measures
  • Report suspected irregularities or trainee behavior to management immediately
  • Maintain a professional and respectful demeanor
  • Cover lunches and breaks as needed
  • Report course problems or discrepancies to the Supervisor of Live Online Proctoring
• Opening and Closing Lab
  • Ensure labs are functional and operational in the mornings
  • Print class rosters and prepare for students
  • Sanitize testing areas at the end of each day
  • Arm and disarm the facility as assigned
• Additional Daily Lab Duties
  • Sanitize testing areas between customers
  • Coordinate with front counter Customer Service Representatives
  • Score tests for select courses
  • Troubleshoot computers when customers experience difficulties

Requirements

• High school diploma or GED, or six months to a year of related customer service/cash handling experience, or equivalent combination of education and experience
• Ability to understand, read, write, and speak English (Spanish proficiency is beneficial)
• Ability to solve practical problems and handle variables in situations with limited standardization
• Ability to interpret and carry out instructions in written, oral, diagram, or schedule form

Skills

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and internet software
• Knowledge of applications such as OMNI and S2V
• Strong communication and troubleshooting abilities
• Customer/client focus and problem-solving skills
• Teamwork orientation

Physical Demands

• Regularly required to read, talk, or hear
• Frequently required to stand, walk, sit, use hands to handle equipment, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl
• Occasionally lifts and/or moves up to 25 pounds
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment

This role is typically in an office environment and may require occasional travel. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Reports directly to the Operations Manager. This position does not have direct reports.