What are the responsibilities and job description for the Customer Service Representative (Strong Customer Service and Communication Skills Preferred) position at CCO Certification?
Description
ABOUT CCO CERTIFICATION:
CCO Certification (CCO) is a wholly owned subsidiary of the National Commission for the Certification of Crane Operators (NCCCO). NCCCO was formed in 1995 as a nonprofit organization with its mission to develop effective performance standards for safe load handling equipment operation to assist all segments of general industry and construction.
CCO, established in 2014, supports NCCCO’s mission by developing effective performance standards; providing fair, valid, and reliable assessments; acting as an industry resource; and being the leader in providing certifications for those who work in and around load handling equipment. CCO is headquartered in Murray, UT and maintains an office in Palm Harbor, FL.
POSITION SUMMARY:
This position supports the work of the Customer Service team by performing functions such as answering phones, emails, texts, and voicemails as well as any other form of necessary correspondence. Services include basic product and pricing information, information pertaining to certification and testing services available to candidates, maintains Customer Service candidate database through the documentation of new and updated candidate data and records.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.
- Answering incoming calls, emails, or chat messages regarding products and services.
- Assist in resolving candidate complaints, troubleshooting product issues, and providing solutions.
- Proficiently rectify issues using customer service principles to drive satisfaction.
- Updating customer records, maintaining database information, and logging interactions.
- Skillfully referring complex, unresolved grievances to designated departments.
- Communicate professionally, empathetically, and clearly.
- Manage difficult conversations with patience and understanding.
- Ensure customer satisfaction and promote brand loyalty.
- Other job-related duties as appropriate and directed by management.
QUALIFICATIONS/REQUIREMENTS:
Education and/or Experience:
- High School Diploma
- Less than 2 years of experience OR equivalent work experience
- Each year of work experience may be substituted for each year of education required.
- Office experience required
Knowledge, skills, and abilities:
- Excellent communication and interpersonal skills, problem-solving abilities, resilience under pressure, and proficiency with Microsoft Office Suite.
- Ability to meet deadlines in a fast-paced environment.
- Acute attention to detail and well organized.
- Capacity for proactive complex problem-solving.
- Effective skills to perform duties autonomously.
- Ability to type at a minimum of 35wpm.
JOB CONDITIONS:
CCO is seeking qualified applicants who reflect and understand our values: Quality, Integrity, Fairness, Excellence, Service and Respect. CCO is a fast-paced, high-energy organization with an ambitious agenda and staff that is highly motivated. This position may experience high work demands under tight timelines.
CCO is an equal opportunity employer.
BENEFITS
- Paid Time Off (PTO)
- 12 Paid Holidays
- 401k with Employer matching and Profit Sharing
- Medical, Dental and Vision Insurance
- Life Insurance
- Short/Long Term Disability Coverage
- Celebrating 29 years as an organization