Why join NBCC?
The National Board for Certified Counselors, Inc., and Affiliates (NBCC) fosters a collaborative work environment filled with people dedicated to advancing mental health services across the globe. Through credentialing, examinations, continuing education, legislation, scholarships, and grants, we are passionate about supporting counselors and mental health providers so that they can make the biggest impact for the clients they serve.
Some of our amazing benefits include:
- Medical, dental, and vision coverage
- 401(K) retirement plan with a 6% company match and a 2% discretionary profit sharing
- Daycare assistance - dependent care FSA employer contribution
- Medical health reimbursement account - employer contributions
- Employer paid Short-Term Disability, Long-Term Disability, and Basic Term Life AD&D
- Paid time-off programs (sick, vacation, personal)
- Tuition reimbursement
- Employee Assistance Program
- Costco or Sam’s Club membership
- Employer paid LifeLock identity theft protection
Job Summary:
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
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.
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| NBCC and Affiliates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. |
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