What are the responsibilities and job description for the Customer Service Representative position at The National Board for Certified Counselors?
Brief Description
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:
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.
- 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.
- Associate degree or equivalent from 2-year college or technical school preferred.
- 2 years' related experience and/or training preferred.
- Microsoft Office Suite
- Hybrid with a minimum of 3 days a week onsite.
- Up to 5% travel.
- 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