Account Support Representative

1 week ago

Holmdel, United States MDS (Micro-Data Systems) Full time

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 – Additional Hourly Bonuses Offered

Report to: Manager of Team Operations

Location: 100% Remote (Must be able to retrieve equipment from headquarters in Holmdel, NJ prior to start date)


Job Summary:

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


Training:

Client 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. 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:

June 24 (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.

MDS is an Equal Opportunity employer, and encourages Women, Minorities, Individuals with Disabilities, and Protected

Veterans to apply. MDS provides reasonable accommodations for prospective applicants, applicants, and employees who

request reasonable accommodations.

• 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.

• 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:

• 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


Education/Experience:

• Experience using VDI software, a must

• Prior experience in Customer Service, required

• Experience with high volume call centers, a must

• Must have experience responding to inquiries via chat and email


Physical Requirements:

• Prolonged periods working on a computer (unless an ADA accommodation is requested)

• Must be able to attend live, remote training for 2 weeks (M-F 8:30am – 4:45pm)

• Must be able to lift up to 15 pounds at a time

• Must have a suitable off-site workplace for remote working including reliable internet access in a quiet location

• Must have means of transportation to retrieve loaned equipment from MDS Headquarters

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