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Title

Customer Service Representative  

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.

JOB SUMMARY

A Customer Service Representative provides effective customer service support for the Administration team by completing call processing in its entirety.

POSITION REQUIREMENTS AND RESPONSIBILITIES

  • The following duties and responsibilities are a summary of the essential functions of the job. Other duties might be performed, both major and minor, which are not mentioned below. Specific activities could change periodically.
  • Answers telephone calls and responds to applicant/credential holder inquiries.
  • 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
  • Two (2) years of related experience and/or training preferred
  • Or equivalent combination of education and experience
  • Bilingual with the ability to speak, read, and write in both English and an additional language preferred

 

COMPETENCIES 

These are the competencies required to perform successfully in the position:

  • Customer/Client Focus
  • Problem Solving/Analysis
  • Time Management
  • Communication Proficiency
  • Teamwork Orientation
  • Technical Capacity

 

PHYSICAL DEMANDS

  • Regularly required to sit, use hands, reach with hands and arms, and talk or hear
  • Frequently required to stand and walk
  • Occasionally required to stoop, kneel, crouch, or crawl
  • Occasionally required to lift and/or move up to 15 pounds

 

WORK ENVIRONMENT

  • The noise level in the work environment is usually moderate
  • Independent office environment with considerable interaction with coworkers

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.

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  
Exempt/Non-Exempt Non-Exempt  
Open Date 6/8/2021  
Location National Board for Certified Counselors  
About the Organization The National Board for Certified Counselors (NBCC) is a not-for-profit, independent certification organization whose primary purposes are to establish and administer a national certification system and to identify qualified counselors who have voluntarily sought and obtained NBCC board certification. The organizational mission is to advance counseling as the premier certification body of the profession with the vision of enhancing society worldwide through quality counseling. NBCC and Affiliates is composed of three organizational affiliates: The National Board for Certified Counselors (NBCC), the Center for Credentialing & Education (CCE), and the NBCC Foundation (NBCCF).

NBCC and Affiliates has operations and partnerships in approximately 40 countries providing professional certifications, occupational credentials, training programs, educational activities, 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's primary organizational functions relate to the development and operation of quality credentialing, certification, and quality assurance programs. CCE creates and administers other occupational programs, including education and training activities, and leverages credentials to best serve communities. Additionally, CCE provides management services for associations, boards, agencies, and other organizational clients. NBCCF administers programs focused on capacity building, the expansion of access to mental health services in underserved and never-served communities, and the development of high-quality professional development resources for counselors.  
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.

To search for an open position, please go to http://NationalBoardForCertifiedCounselorsInc.appone.com



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