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.

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 customer services. The requirements listed below are representative of the knowledge, skill, and/or ability required. Bilingual in Spanish a plus.

Essential Functions:

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  Be on time and at the assigned post every workday by assigned starting time.
• Turn on and log on all CBT lab booth computers and printers to ensure proper operation.
• Turn on the CBT Lab computers and open chrome to prepare for the first student
• Turn on and log onto the database and e-mail. E-mail must be checked twice daily for updates and changes.
• Open websites to other Safety Councils and SCOUT/Salesforce on the check-in and check-out computers
• Seat students according to CBT Lab Checkin-In & Proctoring Procedure (MSR-SOP-028).

• Answer phones in a professional and efficient manner before the 3rd ring. If necessary, say, “Alliance Safety Council, please hold”, finish the student you are checking in and then complete the call. If the issue appears to be one that will take more than 1 or 2 minutes to solve, take a number and return the call in a TIMELY fashion.
• Print cards for students that pass and instruct those that fail of their options.
• Monitor students in the CBT lab to prevent cheating. Provide assistance as needed (according to the CBT Security Procedure).
• 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 at the front desk as necessary.
• The designated lab closer(s) should be prepared to stay until the last student is done testing or at no later than 7 p.m.. when necessary.

• The lab closer(s) is also responsible for ensuring all items on the lab closing sheet have been completed and signed.
• Close CBT lab according to Lab Closing Procedure at the end of the day.
• Clean work areas daily.
• Responsible for greeting, in a professional manner, students that are scheduled to receive computer-based training (CBT).

Non-Essential Functions:

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  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 an MSR 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.