Customer Support Assistant

1 week ago

Greensboro, United States National Board for Certified Counselors Full time
Description

Job Summary:

The Customer Support Assistant in the Certification and Credentialing Services Department is responsible for providing effective customer service; performing day-to-day administrative tasks; and providing support in accordance with the National Board for Certified Counselors (NBCC) and the Center for Credentialing & Education (CCE) policies, processes, and procedures. This position is responsible for providing information, working in certification and credentialing records, scanning and uploading customer documents, and appropriately routing calls and emails as required. This position is critical and serves as the frontline to potential and current certificate and credential holders.

Essential Duties and Responsibilities:
  • Answers incoming telephone calls, responds to caller inquiries, and provides customer service to stakeholders, internally and externally.
  • Uses computers for various applications, such as database management or word processing.
  • Performs day-to-day administrative tasks, such as processing transcripts, maintaining files, and drafting and typing correspondence.
  • Transfers incoming emails and phone calls to appropriate team members or replies as appropriate.
  • Processes and prepares certificates for distribution and other departmental communications.
  • Organizes and files documentation, including but not limited to mail, status option change forms, and verification of certification.
  • Scans files and documents for electronic uploads and storage, and keeps records of items stored and saved.
  • Sets up and manages paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence or other material.
  • Assists with the maintenance of all databases needed for participating universities, graduate student applications, special examination accommodations, and certification cycles.
  • Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows up appropriately to ensure resolution. Provides information to appropriate staff so that issues are resolved in a timely manner.
  • Provides customer service and maintains thorough knowledge of procedures and processes.
  • Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
  • Assists with the development of workflow processes for the department to improve efficiencies.
  • Creates and generates reports.
  • Performs other duties as assigned.

Required Education/Experience:
  • Associate degree or equivalent from 2-year college or technical school required.
  • Or equivalent combination of education and experience.

Preferred Education/Experience:
  • Bachelor's degree preferred.
  • 1-2 years' related experience and/or training preferred.

Work Location:
  • Hybrid - A minimum of 3 days is required to be in the office.

Travel Requirements:
  • Up to 5% travel.

Why join NBCC?

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, reducing stigma surrounding mental health, and expanding mental health services to underserved areas and populations.

Some of our amazing benefits include:
  • Medical, dental, and vision coverage
  • 401(K) retirement plan with a 6% company match
  • Discretionary profit sharing of 2%
  • Daycare assistance - dependent care FSA employer contribution
  • Medical health savings account - employer contributions
  • Employer paid Short-Term Disability, Long-Term Disability, and Basic Term Life AD&D
  • Paid time-off programs (sick, vacation, personal, floating)
  • 10 observed paid holidays
  • Paid winter holiday break
  • Tuition reimbursement
  • Employee Assistance Program
  • Costco or Sam's Club membership
  • Employer paid LifeLock identity theft protection
  • Calm app subscription

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