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Customer Service Representative

2 months ago

Syracuse, United States National Safety Council Full time

Save lives, from the workplace to anyplace. The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. Our Initiatives include: Workplace Safety Distracted Driving Teen Driving We are currently looking for a Customer Service Representative to join us in our mission to save lives and prevent injuries. Position Highlights: Responsible for providing quality customer service to various parties including students, instructors, and other stakeholders. Interact directly with individuals who are enrolled in NSC courses by registering their information and processing credit card payments over the phone. Also responsible for entering student and class records into the system to ensure accurate reporting. Scope / Accountabilities State Programs, Traffic Court Programs 25-30 courses/products supported in different formats (e.g., online, in-person classroom) What You’ll Do: Effectively conduct inbound customer service calls from multiple program queues meeting defined performance metrics, quality and customer satisfaction standards, and satisfying all program regulatory requirements. Use call flows, reference materials, and program training to identify issues, apply problem-solving skills, and appropriately handle customer inquiries. Apply empathy, listening, and service techniques to defuse situations and avoid call escalation. Provide specific and unique program / schedule information accurately to customers. Efficiently communicate through chat and email to research and resolve enrollment / completion issues. Accurately input student data and process live credit card payments while maintaining PII and PCI compliance. Clearly and concisely document customer interactions with account notes in business systems. Respond to customer messages; place outbound calls to customers to answer general questions, complete registration or process other routine transactions. Consistently promote self-service options and customer engagement to meet team goals. Proactively and swiftly communicate repetitive or widespread customer concerns to management for resolution. Promptly process returned mail in business systems to reduce cost associated with outdated address data. Complete other duties as assigned. We’re Looking for Someone with: High school diploma and at least 2 years of relevant customer service or call center experience. Strong customer service and team orientation. Data entry accuracy and integrity. Experience with Microsoft Office a plus. Salary - $18.50 - $19.50/hr This is a hybrid position with two days remote three days in office. Reasons You’ll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following: At least 20 PTO days accrued 1 st year and 11 paid holidays Comprehensive medical, dental, vision, and life insurance plans Flex spending accounts for medical and dependent care 403(b) & Roth 403(b) with employer match up to 6% Reimbursable training Student loan pay down Dress for your day We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace. Are you legally authorized to work in the United States for our Company? Yes No Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our Company in the United States? Yes No Have you ever been employed at NSC? Yes No If "Yes", what position(s) and when? List any person(s) you know who are currently working at NSC. Provide name(s) of relatives currently working at NSC. Desired Salary? I certify that the information in this application is correct to the best of my knowledge and understand that falsification of this information is grounds for refusal to hire or, if hired, dismissal. I authorize any of the persons or organizations referenced in this application to give the Council any and all information concerning my previous employment, education, or any other information they might have, personal or otherwise, with regard to any of the subjects covered by this application and release all such parties from all liability for any damage that may result from furnishing such information to you. I further authorize the Council to request and receive such information. In consideration for my employment and my being considered for employment by the Council, I agree to conform to the rules and regulations of the Council and acknowledge that these rules and regulations may be changed, interpreted, withdrawn, or added to by the Council at any time, at the Council's sole option, and without any prior notice to me. I further acknowledge that my employment may be terminated, and any offer of employment, or my acceptance of an employment offer, if such is to occur, may be withdrawn, with or without cause, and with or without prior notice, at any time, at the option of the Council or myself. I understand that no representative of the Council has any authority to enter into any agreement for employment for any specified period of time or to assure any other personnel action, either prior to commencement of employment or after I have become employed, or to assure any benefit or terms and conditions of employment, or make any agreement contrary to the foregoing. yes no The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more . Invitation for Job Applicants to Self-Identify as a U.S. Veteran A “disabled veteran” is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. 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