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Customer Experience Representative

3 months ago

Columbus, United States National Registry of EMTs Full time
Job DescriptionJob DescriptionDescription:

The National Registry Customer Experience Representative serves as a primary point of contact for stakeholders. Representatives assist current and potential certificants in navigating the website, submitting documents, and answering policy questions related to all phases of the certification process. This position reports to the Customer Experience Supervisor.

Fulfilling our mission and becoming the best place to work demands a defined culture (click link to view full Culture Description). Culture speaks to how we are together. Culture is the beliefs, values, priorities, expectations, behaviors, and practices that guide daily interactions, thinking, decisions, and actions. When working at the National Registry the expectation of culture is as follows:

  • Never stop learning - Working at the National Registry is a decision to lead, learn, grow, and improve.
  • Responsibility and Privilege - Working at the National Registry should be an exceptional experience. We view working here to be a great privilege and responsibility.
  • Environment is welcoming - We endeavor to create a welcoming, fun, friendly, and inclusive environment.
  • Morals, Accountability, and Character - We each accept responsibility for how we show up, meet challenges, and respond to setbacks.
  • Teamwork - We become a team when we see beyond our egos, actively engage with others, and collectively work together for the good of the organization.

Essential Functions are listed below; other duties may be assigned:


Develop Knowledge Base

  • Understand the basis for how and why the NREMT exists
  • Embrace a team-based culture of excellent customer service
  • Learn the nuances of the NREMT Certification, Recertification and Examination processes

Stakeholder Support

  • Manage large amounts of inbound and outbound calls and/or emails in a timely manner
  • Follow communication “scripts” when handling different topics
  • Takes proper action for customers’ needs, clarify information, research easily identifiable issues and/or provide solutions and/or alternatives
  • Meet personal qualitative and quantitative targets
  • Consults with appropriate team members to address pertinent policy and process information to registrants, candidates and stakeholders calling National Registry.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests to appropriate team member as required
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Maintains a professional composure at all times

Administrative Tasks

  • Process emails, tickets, faxes, documents
  • Keep accurate records of all conversations in our database in a comprehensible way
  • Taking part in training and other learning opportunities to expand knowledge of company and position.
  • Updates job knowledge by participating in educational opportunities.
  • Assist with the processing, review, and audits of applications and documentation


Requirements:

Experience, Education, Certification and Skill Requirements:

  • High School Graduate required.
  • Entry-level customer service experience, including the ability to clearly communicate in written and formats. The ability to type, coupled with proficient computer skills/software knowledge required.
  • Entry level experience with documentation of calls and actions taken.

Job Competencies

  • Able to exercise discretion and maintain confidentiality as well as a high ethics and integrity.
  • Possesses exceptional interpersonal and communication skills, both oral and written
  • Strong ability to work as a team
  • Strong problem-solving and decision-making skills.

Specific Requirements:

  • Must be able to read, write, speak and understand the English language.
  • Must be able to move intermittently throughout the workday
  • Must be able to sit for extended periods at the computer or in meetings
  • Must be able to see, hear or use prosthetics that will enable the senses to function adequately to assure that the requirements of this position can be fully met
  • Must be able to accomplish tasks via the electronic environment such as video conferencing and digital collaboration
  • Must be able to work in an environment with moderate noise.

The National Registry is an equal-opportunity employer. All persons will be considered for employment without discrimination against race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.


For more information on the National Registry, visit www.nremt.org.