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Title

Customer Service Representative -Administration 

Category Customer Service  
Description

The National Board for Certified Counselors (NBCC) is a not-for-profit, independent certification organization whose primary purposes are to establish and monitor a national certification system, and to identify those counselors who have voluntarily sought and obtained board certification. The organizational mission is to advance counseling as the premier certification body of the profession with a vision of enhancing society worldwide through quality counseling. NBCC and Affiliates is comprised of three organizational affiliates: the National Board for Certified Counselors (NBCC), the Center for Credentialing and Education (CCE), and the NBCC Foundation (NBCC-F).

NBCC and Affiliates has operations and partnerships in 40 countries providing certification, training programs, and public health services through institutes and residencies. Over 66,000 Board Certified Counselors serve the public and advance mental health efforts across the globe. With a portfolio of nine credentials related to professional counseling, mental health, addictions, human services and career development, NBCC and Affiliates seeks to expand the professional capacity of counselors and human service professionals. NBCC is focused specifically on credentialing, certification and quality assurance, while CCE focuses on providing education and training opportunities and leveraging credentials to best serve communities. Additionally, CCE provides organizational management services for associations, boards and other management clients. The NBCC Foundation engages in capacity building, seeking to expand access to mental health services in underserved and never-served communities and increase the accessibility of high quality professional development resources for counselors.

COMMUNICATION DEPARTMENT

The Communications Department collaborates across all divisions and departments of NBCC and Affiliates to create external and internal messages for different platforms that are people-oriented, visually engaging, informative, and consistent in advancing our organization’s mission and brand. The efforts of the department are focused on Increasing the public awareness of the work of NBCC and Affiliates and promoting internal awareness and commitment to organizational goals. Essential functions of the department include stakeholder communications, newsletter publication, social media engagement, providing writing services and support for internal departments and serving as a champion of the NBCC and Affiliates’ brand. Within this department, customer service staff also provide direct services to the stakeholder community.

POSITION REQUIREMENTS AND RESPONSIBILITIES

  • The Customer Service Representative provides effective customer service support for the Administration team by completing call processing in its entirety.
  • Answers telephone calls and responds to applicant/credential holder inquiries.
  • Excellent verbal and written communication in English and Spanish.
  • Gathers information from applicant/credential holder to assist in determining whether an issue exists. Clarifies issues stated by applicant/credential holder, assists with determining the cause of any issue, and assists with expediting solutions where needed.
  • Transfers calls to appropriate team members as necessary, providing all applicant/credential holder information and a brief summary of the issue.
  • Closes calls by summarizing to applicant/credential holder all actions taken and confirming any follow-up needed for resolution.
  • Responds to emails or transfers to appropriate team member as necessary.
  • Identifies and documents quality of service issues and patterns and informs appropriate team member in order to ensure effective and long-term solutions.
  • Organizes and files documentation as needed.
  • Organizes files for remote storage and keeps records of items shipped.
  • Records incoming faxes and distributes appropriately.
  • Other duties as assigned.
 
Position Requirements

EDUCATION and EXPERIENCE

  • High school diploma or GED required
  • Associate degree or equivalent from two-year college or technical school preferred
  • 2 years of related experience and/or training preferred
  • Or equivalent combination of education and experience.

NBCC and Affiliates is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 
Full-Time/Part-Time Full-Time  
Shift Days  
Position Customer Service Representative - Bi-Lingual  
Close Date  
Exempt/Non-Exempt Non-Exempt  
Req Number CUS-19-00003  
Open Date 9/24/2019  
Location National Board for Certified Counselors  
About the Organization
 
EOE Statement NBCC and Affiliates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.  

This position is currently accepting applications.

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