Customer Assistant

Position Overview

The 30 year company supports the petrochemical and manufacturing industry domestically and internationally providing training, occupational medicine, and innovative solutions to industry. The Customer Assistant is primarily responsible for proctoring eLearning labs and assisting Safety Instructors in on-site or off-site training and for successfully registering, checking-in, checking-out, and issuing badges to trainees.

Essential Job Responsibilities

• Performs daily eLearning lab site opening and closing procedures
• Checks in trainees and verifies identification where necessary
• Escorts trainee to assigned computer, explains the course and/or exam processes, provides necessary training material to trainees, launch course(s) for trainees, monitors trainees and provides technical assistance
• Understands testing procedures for each exam and adheres to company quality and security measures
• Communicates and monitors trainees to ensure adherence to HASC policies regarding sleeping, talking, note taking, cheating, cell phone usage, and others as determined
• Verifies trainee scores and posts results when required
• Reports unethical trainee behavior to management
• Responsible for maintaining professional and clean eLearning labs
• Ensures an adequate inventory of handouts, cleaning supplies and head sets are available
• Reports all course problems or discrepancies in a timely and efficient manner to direct supervisor
• Greet and process trainees who are pre-registered
• Verify trainee credentials
• Process incoming fax registrations
• Research incomplete fax registrations
• Process trainee payments if necessary
• Assist with insuring course requirements
• Confirm training completion and print badge
• Assist with customer questions or problems
• Assist other members of the customer service department as needed

Preferred Skills & Qualifications

• Customer service skills are a must. Strong communication skills - written and oral.
• Must enjoy working with the public and have a strong initiative to work independently.
• Must be able to work in a fast paced environment and learn detailed procedures.
• Proven ability to work under pressure and make effective decisions.
• Cross-train and assist other departments as necessary.

Requirements

• Thorough understanding of and ability to use Windows Microsoft Office programs, Internet and Windows Explorer
• Basic knowledge of computer hardware
• High school diploma or general education degree (GED)
• Willingness to work at different locations if the company need arises
• Ability to administer and coordinate TWIC credentialing requirements, including enrollment and renewals

Physical Demands

While performing the duties of this job, the employee is regularly required to read, talk or hear. The employee frequently is required to stand, walk, sit, use hands to handle training equipment and tools, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job is typically in an office environment and will also require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reporting Responsibilities

The Customer Assistant reports directly to the Branch Supervisor or Customer Service Supervisor. This position does not have direct reports.