Job Summary:
The Stakeholder Services Manager is responsible for leading the customer service and administrative functions within the Certification and Credentialing Services Department 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 setting goals and establishing deadlines for the customer service and administrative aspects of the department. The position plans, coordinates, and directs a broad range of services that allow the organization to operate efficiently and provide high-quality customer service to stakeholders, both internal and external to the organization. The position is responsible for document management and the respective databases.
Duties/Responsibilities:
Sets goals and deadlines for the customer service and administrative aspects of the department and ensures the goals support the mission of the organization.
Recommends changes to policies or procedures in order to improve operations, such as changing what supplies are kept or how to improve recordkeeping.
Plans, coordinates, and directs a broad range of services that allow the organization to operate efficiently.
Develops, manages, and monitors customer records and databases.
Manages?a team with a diverse array of talents and responsibilities?to?include all supervisory duties for managing a team?(performance appraisal, discipline, documentation, reviewing timesheets, etc.).?
Ensures timely response to all email and phone communications.
Handles training and cross training of all customer service and administrative staff.
Develops and delivers regular customer service training to all members of the Certification and Credentialing Services Department to ensure maximum customer satisfaction.
Helps facilitate customer service training for entire Certification and Credentialing Services Department to ensure customer service standards are met in all teams.
Manages workforce planning and ensures appropriate staffing coverage, especially during all busy times.
Manages document retention, including the receiving, scanning, and uploading of all transcripts, CE certificates, name change and status change forms, and other documents submitted for the Application Specialist and engagement services team.
Develops and analyzes reports regarding response times, customer satisfaction surveys, and any mass communication that is distributed to stakeholders or customers.
Makes data-driven decisions regarding customer service and administrative processes.
Effectively manages and monitors the supply budget, certificate supplies, and postage/printing costs.
Submits technical reports for any equipment used in the certification and credentialing department.
Coordinates space allocation for any meeting for the department
Helps facilitate employee events, including lunches, committee meetings, or team-building activities.
Supervisory Responsibilities (if applicable):
Recruits, interviews, hires, and trains new staff.
Oversees the daily workflow of the department.
Provides constructive feedback and timely performance evaluations.
Required Skills/Abilities:
Excellent verbal and written communication skills. A strong communicator who is comfortable working with different teams at various levels of the organization.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.
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.
Competencies:
Communication – Must be able to?listen?to others, process information, and communicate effectively.
Leadership – Ability to encourage, instill trust, provide direction, and?delegate responsibility. Willingness to lead, take charge, and offer opinions and direction.
Adaptability – Ability to adjust to circumstances and think creatively.
Task Management – Involves working efficiently and competently.
Developing Others – Ability to cultivate individual talent and successfully motivate others.
Work Planning and Project Management – Ability to develop specific goals and plans, organize, and accomplish work.
Mathematical – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Problem Solving/Analysis – Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Attention to detail – Ability to pay close attention to detail for accuracy and thoroughness in completing work.
Change Management – Ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change.
Initiative – Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.
Teamwork and Collaboration – Must be able to work cooperatively with other individuals and makes valued contributions to the outputs of others in order to assist own team or project to achieve the required outputs.
Customer Focus – Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them.
Education and Experience:
Bachelor’s degree required
Three years’ related experience and/or training required
Three years’ supervisory-related experience
Equivalent education and experience are acceptable
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.
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Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 20 pounds at times.?
Regularly required to use hands and reach with hands and arms.
May require overnight travel.
May need to be able to work from home for extended periods of time.
This position is currently not accepting applications.
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