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Title

Customer Service Representative  

Description

Job Summary: 

A Customer Service Representative provides effective customer service support for the Customer Service team by completing calls/emails effectively.

Duties/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.

  • Composes email responses to support inquiries from the website regarding general questions.

  • Listens and follows up on voicemails left from customers in a timely manner.

  • Works effectively with a team in answering questions and completing all the tasks summarized.

  • Communicates effectively through internal messaging system with all members of the company.

  • Other duties as assigned.

Supervisory Responsibilities (if applicable): None

 
Position Requirements

Required Skills/Abilities:

  • Ability to work independently.

  • Excellent verbal and written communication skills.

  • 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.

  • Ability to plan, organize, and prioritize work.

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

  • Must be proficient in MS Word, Excel, Outlook, and PowerPoint software programs.

  • Ability to work from home if necessary.

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

Education and Experience:

  • High school diploma or GED required

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

  • Must exhibit excellent communication skills and proper written skills in English.

  • Two (2) years of related experience and/or training required.

  • Bilingual with the ability to speak, read, and write in both English and an additional language preferred.

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 moderate

  • Independent office environment

  • Considerable interaction with coworkers through digital platforms.

Physical Requirements:

  • Regularly required to sit, use hands, reach with hands and arms, and talk or hear.

  • Regularly required to lift and/or move up to 15 pounds.

 
Full-Time/Part-Time Full-Time  
Shift Days  
Exempt/Non-Exempt Non-Exempt  
Open Date 10/4/2021  
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 accepting applications.

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