POSITION TITLE: Customer Experience Specialist I

STATUS: Full time / Exempt

LOCATION:Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote)

ABOUT NCSBN

The National Council States Boards of Nursing (NCSBN) is an independent, not-for-profit organization through which nursing regulatory bodies act and counsel together on matters of common interest and concern affecting public health, safety and welfare, including the development of nursing licensure examinations. Our mission empowers and supports nursing regulators in their mandate to protect the public. 

JOB SUMMARY

We are seeking a talented customer service professional to join our Customer Experience team. The ideal candidate will bring value to the team by utilizing their exceptional communication skills to provide customers with business and technical support for NCSBN’s programs.

Reporting to the Manager, Customer Experience, the Customer Experience Specialist I will act as a primary service representative and will have the chance to connect with a diverse group of customers (e.g., internal staff, NCSBN membership, nursing regulators, nurses, etc.). 

This role is an exciting opportunity for an individual dedicated to providing an exceptional customer experience for an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Serves as the initial point of contact for customer inquiries. 
• Successfully manages the inquiry process (assessing and resolving or triaging) while meeting or exceeding department metrics. Shares information with appropriate parties and records customer interactions, transactions, comments, and complaints. Assigns inquiries to appropriate parties per process if unable to resolve inquiries.
• Uses knowledge of the organization’s programs supported and customer service best practices to assess customer inquiry handling to provide feedback and opportunities for improvement on customer experience during inquiry ticket collaboration meetings.
• Uses knowledge of the organization’s programs, guidelines, policies, and procedures to ensure customer satisfaction. 
• Utilizes customer feedback to recommend areas of improvement to maintain high customer satisfaction during ticket collaboration meetings.
• Uses knowledge and experience to contribute to requirements and user acceptance testing for program maintenance and releases.
• Welcomes visitors and manages the visitor registry and visitor information in the building security registration portal. Communicates with building security and NCSBN staff as it relates to onsite visitors. Uses customer service skills to recommend improvements to the visitors’ experience.
• Performs other duties as assigned.

QUALIFICATIONS

• At least 1 year of experience in a related position required.
• Bachelor’s degree and/or Associate’s degree preferred.
• Strong organizational, critical thinking and analytical skills.
• Strong customer service skills with knowledge of customer service software.
• Strong communication skills – written and verbal.
• Attention to detail; adaptability and flexibility in a fast-paced environment.
• Computer Skills: Microsoft Office suite (Outlook, Word, Excel, PowerPoint); Customer Support Applications; familiarity with databases; Web and HTML.

TO BE CONSIDEREDInterested candidates must submit their resume as soon as possible.