Customer Service Associate

RPStaffing is conducting an immediate confidential search for the Customer Service Associate at the headquarters of a global public health nonprofit located in Fairfax, VA.

***Candidates must be currently living in the Washington DC area***

Job Title: Customer Service Associate

Status: Temp-to-Permanent

Weekly Schedule: This is a full-time position, Monday through Friday

Onsite Status: Hybrid, 1-3 days onsite per week; fully onsite during initial period

Office Location: Fairfax, VA

FLSA Status: Exempt

Reports to: Director, Certification & Customer Relations

Full Healthcare Benefits if hired as permanent employee

The Customer Service Associate will work with the Customer Relations team and report to the Director of Certification & Customer Relations. This position requires excellent and thorough customer service to candidates and certificants in the Credential Management System (CMS). This individual will process customer inquiries and applications for certification and certification renewal. Requires the ability to interact tactfully with all internal and external stakeholders and the Commission. This professional will interpret and apply policies and operating practices, carry out major assignments, be responsible for accurate record maintenance, handle confidential documents and information, deal with sensitive situations, and possess a high level of attention to detail. For the first several weeks, work will be completed in the office for training purposes. After this initial training period, the work will be hybrid, and the Customer Service Coordinator will be in the office 1-3 days per week. Note that while the Customer Service Coordinator interacts with examination candidates and certified individuals, they will have no direct exposure to the examination content.

Essential Duties and Responsibilities

Customer Service

• Communicate with candidates about examination scheduling and other related questions.
• Communicate certification and recertification requirements accurately and in a timely manner in response to phone and email inquiries.
• Answer phone/email inquiries and secure messages from candidates providing appropriate response about all certification and application requirements or forwarding to team members, as necessary.

Application Processing

• Review and approve applications selected for audit for initial certification and recertification.
• Conduct candidate application audits in accordance with policies and procedures.
• Review applications from clinical mentorship program leading to certification eligibility criteria.
• Maintain and update all appropriate resources in accordance with established processes and procedures.
• Update applicant, candidate and certificants names in database as requested after receiving proper government issued ID documentation.
• Assist with accuracy of contact information within the database for email and mailing addresses.
• Perform duties related to online application system as needed.
• Assist in the administration of a global certification examination at test centers and via live remote proctoring (as determined for future use).

Cross-Functional Tasks

• Conduct quality control checks for communications and other projects as determined to ensure accuracy.
• As requested, prepare reports and research.

Additional Job Functions/Requirements

• Conduct quality control checks as required for communications and other projects as determined to ensure accuracy.
• Participate in customer service on-call schedule and be available throughout global examination administration windows (twice per year).
• Perform other duties as assigned.
• Occasionally, an adjusted work schedule, overtime, evening/weekend hours, and travel may be required.

Qualifications

• Associate or bachelor’s degree required.
• Excellent computer skills, high proficiency in MS Office, specifically in Outlook and Excel, including data entry. Solid email management and internet search skills.
• General Customer Management System (CMS) or Association Management System (AMS) database experience.
• Excellent written, verbal communication, and strong interpersonal skills.
• Detail oriented, effective time management and organization skills, with ability to effectively function independently and within a team environment.
• Customer service experience required, working with clients and/or members via email correspondence and phone.
• Ability to manage multiple tasks and projects effectively, adapt to change, prioritize work with demanding timetables, with minimal supervision in order to complete projects and meet deadlines.
• Excellent relationship-building skills, displays professionalism, and works effectively with all levels of staff, volunteer leadership, customers, and the public—a proven track record of delivering quality customer service tactfully with individuals from broad geographical and cultural backgrounds.
• Adept at on-the-job training.
• Ability to handle sensitive and confidential matters with discretion.
• Accepts ownership and accountability for job responsibilities.
• Seeks to enhance job knowledge through educational and professional development opportunities.
• Bilingual (ability to read, write, and speak fluently) in French, Portuguese or Spanish highly desirable.
• Association experience preferred (Certification or Membership). Minimum of two (2) years’ work experience in a similar position providing service and support to customers.

Work Environment

It is an office setting with a moderate level of noise from computers, printers, and light traffic. The dress is casual, and the office is in a pleasant suburban location with free parking. For the first several weeks, the candidate will be in the office for training purposes. After the initial training period, the candidate will be hybrid, with 1-3 days in the office per week.

About the Job

An ideal candidate for the Customer Service coordinator role should combine strong interpersonal skills, problem-solving abilities, and a customer-centric approach while possessing the following qualities:

Must Haves:

Strong communication skills: Excellent verbal and written communication skills are crucial for conveying information clearly and resolving customer inquiries or issues.

Cultural sensitivity: Understanding and respecting cultural differences internally and externally is essential for providing a positive experience and avoiding misunderstandings.

Patience and empathy: This role often involves dealing with challenging situations, so the ideal candidate should be patient and empathetic when addressing a customer concern.

Problem-solving ability: Analyzing issues and finding solutions quickly is essential for resolving customer problems efficiently.

Adaptability: The candidate should be adaptable to handling customer interactions and be open to learning and improvement.

Customer-focused attitude: A candidate should be genuinely interested in helping customers and providing top-notch service.

Multitasking skills: Handling multiple inquiries or tasks simultaneously may be required, so effective multitasking is beneficial.

Attention to detail: This is very relevant when answering specific questions from customers in relation to policy review and quality assurance.

Technical proficiency: Familiarity with relevant customer service software and tools can improve efficiency and productivity.

Team player: Collaborating with colleagues and sharing knowledge can contribute to a positive work environment and better customer service.

Nice to Haves:

Nonprofit Experience and Language Skills: Experience in nonprofit customer service and proficiency in Spanish, Portuguese, or French are beneficial, though not required.

This description was prepared by RPStaffing and is subject to change. This has been designed to indicate the general nature and level of work performed by employees within this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This job may be modified at any time by adding or removing duties or benefits. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Benefits, hours, and locations are subject to change. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Equal Opportunity Employer.