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Customer Service Representative Recertification 

Category Customer Service  

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 mental 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.


The Certification Services Department is responsible for upholding the standards that define and advance the professional identity of counselors by providing and maintaining nationally recognized certifications for the counseling profession. The department also provides access to the NCC certification to thousands of graduate students each year whose institutions participate in the graduate student administration of the certification exams. The department enforces policies relevant to certification, ensures certificants continue to meet the required certification standards, and offers multiple status options to meet the needs of the growing population of NCCs


The Customer Service Representative will provide service and support to customers and stakeholders. This position includes both written and verbal communications with stakeholders and requires that staff engage in a positive and helpful manner to resolve stakeholder concerns. The Customer Service Representative for Certification Services will respond to multiple types of customer needs and experiences, seek to resolve concerns and document customer requests and interactions with customer service representatives relative to NBCC and Affiliates certifications. Customer Service Representatives will need the aptitude and ability to develop a foundational understanding of certification services processes, policies and products.

The following responsibilities and duties are a summary of the essential roles and functions of the position. Other duties may be performed as needed or requested to achieve department, division and/or organizational goals.

  • Answers incoming telephone calls and responds to caller inquiries.
  • Transfers incoming e-mails to appropriate team members or replies as appropriate.
  • 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. Provides information to appropriate staff so that issues are resolved in a timely manner.
  • Creating invoices, tracking late fees, and other billing related tasks on a monthly basis.
  • Processing status option applications and distributing to appropriate team member(s).
  • Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
  • Organizes and files documentation.
  • Organizes files for remote storage and keeps records of items shipped.
  • Other duties as assigned

Position Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • High school diploma or GED required
  • Associate degree or equivalent from two-year college or technical school preferred
  • Two years related experience required

Skills Required for Success:

  • Exceptional time-management and organizational skills
  • Ability to organize, prioritize and schedule work assignments
  • Thoroughness and careful attention to detail
  • Ability to establish specific goals, and define and implement steps to reach those goals
  • Knowledge of principles and processes for providing customer service, including meeting quality standards for services and evaluation of customer satisfaction
  • Collaborative, team-focused approach and a willingness to seek ways to assist constituents and coworkers
  • Ability to create and maintain collaborative relationships


  • Judgment
  • Interpersonal Skills
  • Teamwork
  • Communication


  • Occasionally lift and/or move up to 10 pounds;
  • Regularly required to sit; use hands; reach with hands and arms and talk or hear;
  • Frequently required to walk and climb stairs;
  • Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl.


  • The noise level in the work environment is usually moderate.

To apply for this position, please submit the online application form, a cover letter, resume and contact information for three references. Additionally, the application process for this position may include a criminal background check and/or credit check.

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.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.

Full-Time/Part-Time Full-Time  
Shift Days  
Position Customer Service Representative Recertification  
Close Date 11/30/2019  
Exempt/Non-Exempt Non-Exempt  
Req Number CUS-19-00006  
Open Date 11/11/2019  
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 not accepting applications.

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