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Client Support Coordinator

2 months ago

Syracuse, New York, United States National Safety Council Full time
Job Overview

Make a difference in safety and health.

The National Safety Council stands as a premier nonprofit organization dedicated to advocating for safety. Our mission is to eradicate the primary causes of preventable injuries and fatalities. Through leadership, research, education, and advocacy, we concentrate on critical areas where unintentional injuries and deaths are prevalent. Our key initiatives encompass:

  • Workplace Safety
  • Roadway Security
  • Impairment Prevention

We are seeking an Account Support Specialist (also known as Training Center Coordinator) to contribute to our mission of saving lives and preventing injuries.

Key Responsibilities:

Customer Interaction – 35%

  • Handle incoming calls from various queues in a call-center setting, providing program and schedule details, resolving complex enrollment issues, and processing registrations.
  • Deliver Level 2 support through escalated calls, chat support, and email communication.
  • Investigate and resolve intricate issues related to customer payments and make necessary adjustments in multiple systems.
  • Compose and send written correspondence to clients and external entities, including state agencies and courts, as required.

Training Center and Program Support – 65%

  • Offer timely and professional administrative assistance to program staff, training affiliates, instructors, and drivers, ensuring compliance with regulatory standards.
  • Evaluate and approve instructor applications, securing state agency endorsements, and entering relevant data into systems.
  • Process training affiliate applications and maintain licensing compliance, ensuring all renewal deadlines are met.
  • Monitor instructor and training affiliate renewals, taking necessary actions on overdue accounts.
  • Oversee product orders from training affiliates, ensuring accuracy and adherence to fee structures.
  • Audit class documentation, manage financial records, and generate reports for reconciliation.
  • Collaborate with program staff to maintain an updated manual of rules and procedures for schools and instructors.
  • Communicate effectively with customers, state agencies, and instructors regarding various inquiries and program information.
  • Coordinate all aspects of Instructor Development and Continuing Education Courses.
  • Support program management with marketing efforts, form revisions, correspondence, and report generation.
  • Engage in proactive account management calls to gather feedback and foster ongoing business relationships.
  • Collect and relay feedback from customers and instructors regarding program administration and service quality.
  • Initiate contracts with training facilities and vendors for direct training, ensuring state agency approvals are obtained.
  • Prepare monthly class schedules and ensure compliance with all contractual obligations.
  • Perform additional operational and administrative tasks as assigned.
Qualifications:
  • Associate's degree with 3-5 years of relevant experience or a Bachelor's degree with at least 2 years of experience.
  • Proficient in Microsoft Outlook, Excel, Word, and PowerPoint.
  • Minimum of 2 years of customer service or call center experience preferred.
  • Basic knowledge and experience in the field, with ongoing development of higher-level skills.
  • Ability to solve straightforward problems and analyze solutions using established methods.
  • Effective verbal and written communication skills.
  • Strong interpersonal abilities and a professional telephone demeanor.
  • Excellent analytical and problem-solving capabilities.
  • Commitment to data accuracy and integrity.
  • This position offers a hybrid work environment.
  • The hourly compensation for this role is $21.75.
Why Work with Us:

The National Safety Council prioritizes the safety, health, and overall well-being of our employees. We provide competitive benefits and resources to promote a balanced work-life experience. Our offerings include:

  • At least 20 PTO days accrued in the first year and 11 paid holidays.
  • Flexible work arrangements.
  • Comprehensive medical, dental, vision, and life insurance plans.
  • Flexible spending accounts for medical and dependent care.
  • 403(b) & Roth 403(b) with employer matching up to 6%.
  • Reimbursable training opportunities.
  • Student loan repayment assistance.
  • Dress for your day policy.

We believe in creating a safe and inclusive environment. A commitment to equitable policy implementation and promoting diversity within the safety profession is essential to fulfilling our mission of saving lives.

The National Safety Council is an equal opportunity employer.