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Customer Engagement Specialist  

Category Customer Service  
  • Job Summary:

    The Customer Engagement Specialist position in the Certification and Credentialing Services Department is responsible for providing effective customer service and engagement support in accordance with the National Board for Certified Counselors (NBCC) and the Center for Credentialing & Education (CCE) policies, processes, and procedures. This position is responsible for supporting continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs. The position is responsible for providing information, working in records, and appropriately routing calls and emails as required. This position is critical and serves as the front line for renewal and recertification of certificants and credential holders.


    • Answers incoming telephone calls and responds to caller inquiries.

    • Transfers incoming emails 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.

    • Supports continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs.

    • 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, including but not limited to mail, status option change forms, and verification of certification.

    • Organizes and scans files for storage and keeps records of items stored and saved.

    • Assists with mailing certificates and other departmental communications.

    • Other duties as assigned.

    Supervisory Responsibilities (if applicable):

    • None.

Position Requirements
  • Required Skills/Abilities:

    • Excellent verbal and written communication skills.

    • Excellent interpersonal and customer service skills.

    • Excellent organizational skills, thoroughness, and attention to detail.

    • Excellent time management skills with a proven ability to meet deadlines.

    • Strong analytical and problem-solving skills.

    • Ability to prioritize tasks.

    • Ability to function well in a high-paced and at times stressful environment.

    • Proficient with Microsoft Office Suite or related software.

    • Ability to work remotely if necessary.


    • Communication – Must be able to listen to others, process information, and communicate effectively.

    • Adaptability – Ability to adjust to circumstances and think creatively.

    • Task Management – Involves working efficiently and competently.

    • Customer Focus – Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them.

    • Detail Oriented – Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved.

    • Critical Thinking – Ability to see an issue and use objective analysis and evaluation in order to form a judgment.


    Education and Experience:

    • High school diploma or GED required

    • Associate degree or equivalent from two-year college or technical school preferred

    • Two years’ related experience required

    • Or equivalent education and experience

    Work Environment:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

    Physical Requirements:

    • Prolonged periods of sitting at a desk and working on a computer.

    • Must be able to lift up to 15 pounds at times.

    • May need to be able to work from home for an extended period of time.

Full-Time/Part-Time Full-Time  
Shift Days  
Position Customer Engagement Specialist  
Close Date  
Exempt/Non-Exempt Non-Exempt  
Req Number CUS-20-00004  
Open Date 9/17/2020  
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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