Customer Service Representative

at  NCCER

Description:
The Customer Service Representative serves as NCCER’s front line representative and key point of contact for its large and varied customer base. The mission of the customer service team is to achieve and maintain 90% first contact resolution of customer inquiries while representing NCCER in a first-class manner. To achieve this objective, a CSR must be able to interact effectively, knowledgeably and courteously with all types of customers from the various industries that NCCER serves, including construction contractors, schools, correctional facilities and industry associations. The role requires a strong knowledge of NCCER’s programs, products, systems and policies to ensure customers are provided with accurate information. Quick learners with strong communication and technology skills and the ability to multi-task effectively are generally successful in this role.
Key areas of responsibility for this position will include:
1) Providing excellent customer service via incoming and outgoing telephone calls, e-mails, and other correspondence – including Tier 1 and Tier 2 Technical Support

2) Salesforce case management system interaction

• Enter all customer service inquiries into case management system - entries must be entered clearly, completely, and closed out appropriately.
• Address cases assigned in the case management system within our service level agreement (SLA), including working unassigned cases.
• Provide 24–48-hour response time on all return calls, email and Salesforce cases.

3) Support Site interaction

• Assist Manager in the development and maintenance of the NCCER Support Site
• Utilize support documents to assist in resolving customer inquiries.

4) Work effectively with other departments at NCCER to troubleshoot or solve problems/issues.
5) Work within databases and other programs/applications that apply to Customer Service (Salesforce, Registry System, Testing System, Learning Management System, etc.)
6) Maintain working knowledge of the NCCER Guidelines and the policies included therein, including policies related to teaching, testing, proctoring, credentialing, record-keeping, and cheating.
7) Maintain working knowledge of the NCCER website and other products, programs and initiatives that may generate customer inquiries and correspondence.
8) Navigate multiple programs and utilize internet to help customers with online assistance and problem-solving requests.
9) Maintain confidentiality of student records and follow all record-keeping requirements per company policies and procedures.
10) Assist trainees with creating user accounts and website questions.

Requirements:

• Associate degree preferred.
• At least 2 years of Customer Service experience strongly preferred.
• Strong written and verbal communication skills as well as excellent telephone skills are required.
• Excellent typing skills and ability to document customer interactions in real-time during calls.
• Analytical and problem-solving skills are key to identifying and resolving customer issues.
• The position requires a self-starter with demonstrated experience handling multiple duties and deadlines.
• Correspondence layout, excellent organizational skills, the ability to work independently and to work effectively with all levels of executives, management and staff is essential.
• Dependable in attendance and performance

SOFTWARE SKILLS

• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Salesforce experience preferred.
• Internet navigation and research skills
• Proprietary websites (Online Bookstore, Instructor Resource Center, Registry System, Testing System, Assessment Platform)

Please refer the Job description for details