Customer Service Representative
The National Board for Certified Counselors, Greensboro, NC, United States
Job Summary
The Customer Service Representative in the Contracted Management Services Department provides effective customer service by phone and/or email. They provide information, appropriate responses, and, when necessary, appropriate routing of customers for assistance with escalated inquiries and issues.
Essential Duties and Responsibilities
Answers incoming telephone calls and responds to inquiries.
Reviews and responds appropriately to email communications.
Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows-up appropriately to ensure resolution. Collaborates with appropriate staff so that issues can be addressed.
Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
Assists with Board correspondence when necessary.
Processes and manages Corporation applications.
Processes mailing list requests.
Serves as lead staff member for renewal processing.
Posts payment information to the portal.
Mails fingerprint cards to SBI for background checks.
Other duties as assigned.
Required Education/Experience
High school diploma or general education degree (GED) required
Or, equivalent combination of education and experience
Ability to work effectively and independently in a fast-paced environment with periods of high stress.
Preferred Education/Experience
Associate degree or equivalent from 2-year college or technical school preferred.
2 years' related experience and/or training preferred.
Equipment/Programs Used
Microsoft Office Suite
Work Location
Hybrid with a minimum of 3 days a week onsite.
Travel Requirements
Up to 5% travel.
Some of our amazing benefits include
Medical, dental, and vision coverage
401(K) retirement plan with a 6% company match
Discretionary profit sharing of 2%
Dependent care FSA and Medical health savings account - employer contributions
Paid time-off programs (sick, vacation, personal, floating)
10 observed paid holidays
Paid winter holiday break
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Essential Duties and Responsibilities
Answers incoming telephone calls and responds to inquiries.
Reviews and responds appropriately to email communications.
Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows-up appropriately to ensure resolution. Collaborates with appropriate staff so that issues can be addressed.
Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
Assists with Board correspondence when necessary.
Processes and manages Corporation applications.
Processes mailing list requests.
Serves as lead staff member for renewal processing.
Posts payment information to the portal.
Mails fingerprint cards to SBI for background checks.
Other duties as assigned.
Required Education/Experience
High school diploma or general education degree (GED) required
Or, equivalent combination of education and experience
Ability to work effectively and independently in a fast-paced environment with periods of high stress.
Preferred Education/Experience
Associate degree or equivalent from 2-year college or technical school preferred.
2 years' related experience and/or training preferred.
Equipment/Programs Used
Microsoft Office Suite
Work Location
Hybrid with a minimum of 3 days a week onsite.
Travel Requirements
Up to 5% travel.
Some of our amazing benefits include
Medical, dental, and vision coverage
401(K) retirement plan with a 6% company match
Discretionary profit sharing of 2%
Dependent care FSA and Medical health savings account - employer contributions
Paid time-off programs (sick, vacation, personal, floating)
10 observed paid holidays
Paid winter holiday break
#J-18808-Ljbffr