Customer Service Representative

LMR Technical Group (LMR) is seeking Customer Service Representatives to join our team.

Location: Emmitsburg, MD

Job Description:

The Customer Service Representative (CSR) will provide administrative and customer support for a national disaster and emergency management training program based in Emmitsburg, MD. The CSR will assist in managing and delivering a large-scale independent study program that serves millions of students across the country through efficient, courteous, and professional service.

This position plays a key role in maintaining accurate student records, responding to inquiries, and ensuring timely communication with students, educational institutions, and state and local officials. 

Duties and Responsibilities:

• Respond to student inquiries via phone, email, and other communication channels within established timelines.
• Provide courteous, accurate, and professional customer service for online training participants nationwide.
• Process and reconcile student records in the Independent Study Database System (ISDBS), including duplicate accounts and updates to student information.
• Handle requests for official transcripts, group verifications, and student status updates.
• Manage and track correspondence received through multiple channels (email, fax, postal, or express mail).
• Support reporting by tracking and documenting customer service activities for inclusion in monthly metrics.
• Follow established Standard Operating Procedures (SOPs) and contribute to process improvement initiatives.
  
• Other related duties as assigned.

Required Qualifications:

• Must be a U.S. citizen and eligible for a Public Trust background investigation.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong written and verbal communication skills.
• Ability to manage high-volume workloads with attention to accuracy and detail.
• Strong interpersonal skills and a commitment to quality customer service.

Preferred Qualifications:

• Experience supporting national disaster, emergency management, or public service programs.
• Familiarity with data entry, record reconciliation, and information management systems.
• Demonstrated experience providing professional customer support via phone, email, or web-based systems.
• Experience working in a training, educational, or call center environment preferred.
• Associate degree or higher in business administration, communications, or a related field.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.

Benefits Include:

• Medical, Dental, and Vision Insurance
• Life, AD&D, and Short-Term Disability Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• Continuing Education Reimbursement Program

About LMR:

LMR is a service-disabled veteran-owned small business that supports technology development and provides comprehensive joint warfighter training by leveraging the skills, experience, and knowledge of its personnel.

LMR Technical Group is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.

If you are a qualified applicant with a disability in need of an accommodation to complete the application process, please contact us at hr@lmrtec.com. EOE Disability/Veteran.

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