Responsibilities
- Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role.
- Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information.
- Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
- Manage day to day contacts: Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
- Resolve customer concerns through the case management system; create cases for each contact handled.
- Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.
- Process payments for annual maintenance fees and diagnoses payment errors.
- Register customers for seminars.
- Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
- Recognize, document, and inform the regional manager regarding trends in customer correspondence.
- Escalate complex inquires / requests to subject matter experts.
- Carry out effective outreach to customers as required.
- Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
- Perform miscellaneous duties as assigned.
Requirements
- Must have excellent written and verbal communication skills in English.
- Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
- Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
- Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions.
- Demonstrate effective organization skills and the ability to multitask.
- Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
- Ability to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
- Ability to interact in a cooperative and professional manner with others.
- Demonstrate detail oriented and good follow-up skills.
- Ability to problem solve in a timely manner.
- Ability to handle confidential information with discretion.
- High School diploma or GED required.
- Minimum 3 years of customer service experience in a call center environment, preferred.
Nice to Have
- CRM/database applications experience (i.e. Salesforce)
Additional Information
- This position is not available to residents of California.
- Work normal business hours, and occasional extended hours or overtime, when necessary.
- Remain in a stationary position, often standing or sitting, for prolonged periods.
- Regular use of office equipment such as a computer/laptop and monitor computer screens.
