MSR Level 1

Alliance Safety Council

Member Service Representative Level I

Job Title: Member Service Representative Level I

Department: Member Services

Reports To: Member Services Manager

FLSA Status: Full-Time, Hourly Non Exempt

Summary: Member Service Representatives support the Member Services Department by providing support and assistance with training on products offered by the organization to our clients.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Essential Functions:

• Be on time and at the assigned post every workday by assigned starting time.
• Turn on and log on all CBT lab computers to ensure proper operation.
• Turn on and log onto the database and e-mail. E-mail must be checked twice daily for updates and changes.
• Open www.gnoiec.com and www.hacsc.com/extranet.
• Seat students according to CBT Lab Policy (CS-LAB-004).
• If a student is registered for courses through another Alliance Safety Council, go to the applicable website and schedule at this time.
• Monitor the Sterling queue and pass or fail the student's SSV as needed.
• Print cards for students that pass and instruct those that fail their options.
• Monitor students in the CBT lab to prevent cheating. Provide assistance as needed (according to the CBT Security Procedure).
• Prepare rooms for instructor-led class when necessary.
• The CBT lab is NEVER to be left unattended when there are students in the CBT lab. Two employees must be in the CBT lab at all times, according to the CBT Lab Security Policy (attached).
• Assist instructors when necessary.
• Assist member companies with issues involving registration or employee training.
• Assist at the front desk as necessary.
• The designated lab closer(s) should be prepared to stay until the last student is done testing or until at least 5:30 p.m. when necessary. Should a student still remain at 5:30 p.m. on a normal (no 3rd BOP) business day, ask them to stop testing and reschedule for the following business day.
• The lab closer(s) is also responsible for making sure all card and ribbon stock is adequate for the following business day.
• Close CBT lab according to CBT Lab Policy at the end of the day (CS-LAB-007).
• Clean work areas daily.
• Troubleshoot IT issues.
• Responsible for greeting, in a professional manner, students that are scheduled to receive computer-based training (CBT).

Non-Essential Functions:

1. Other duties/tasks as may be assigned.

Computer Skills: Must be able to learn how to correctly select courses while using the Alliance Safety Council computer systems and databases.

Other Skills and Abilities: Must be dependable, able to communicate well with others, and act in a professional manner.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of a CSR Level 1, the employee must be able to stand for extended periods of time, be able to regularly walk, climb, balance, stoop and kneel and must occasionally lift and/or move up to 25 pounds

Work Schedule: Monday Saturday, days and times vary depending on office schedule. Occasionally one Saturday a quarter for training and development is required. Overtime may be required.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requires knowledge and understanding of English grammar, and basic computer skills. High school education or equivalent required including 1 3 years experience in the area of member services. The requirements listed below are representative of the knowledge, skill, and/or ability required. Bilingual in Spanish a plus.