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Client Support Specialist

2 months ago

Syracuse, New York, United States National Safety Council Full time
Join us in our mission to promote safety and well-being.

The National Safety Council is the foremost nonprofit organization dedicated to safety advocacy in America. Our mission is to eradicate the primary causes of preventable injuries and fatalities through leadership, research, education, and advocacy.

We are seeking a Customer Service Representative to contribute to our goal of saving lives and preventing injuries.

Key Responsibilities:

Deliver exceptional customer service to a diverse range of stakeholders, including students, instructors, and other partners. Engage directly with individuals enrolled in NSC programs by managing their information and processing payments over the phone. Additionally, maintain accurate student and class records in our systems for reliable reporting.

Scope of Work:
  • Support for State Programs and Traffic Court Programs
  • Manage 25-30 courses/products across various formats (e.g., online, in-person classroom)
Your Role Will Include:
  • Handling inbound customer service inquiries from multiple program queues while meeting established performance metrics and customer satisfaction standards.
  • Utilizing call flows, reference materials, and training to identify issues, apply problem-solving techniques, and address customer inquiries effectively.
  • Employing empathy and active listening skills to de-escalate situations and resolve customer concerns.
  • Providing accurate and detailed program and schedule information to customers.
  • Communicating through chat and email to investigate and resolve enrollment and completion issues.
  • Accurately entering student data and processing live credit card transactions while ensuring compliance with PII and PCI standards.
  • Documenting customer interactions clearly and concisely in business systems.
  • Responding to customer messages and making outbound calls to address general inquiries and complete registrations.
  • Encouraging self-service options and customer engagement to achieve team objectives.
  • Proactively reporting common customer concerns to management for resolution.
  • Managing returned mail in business systems to minimize costs associated with outdated address information.
  • Performing additional duties as assigned.
Qualifications:
  • High school diploma with a minimum of 2 years of relevant customer service or call center experience.
  • Strong orientation towards customer service and teamwork.
  • High level of accuracy and integrity in data entry.
  • Bilingual (English/Spanish) preferred.
  • Bachelor's degree is a plus.
  • Familiarity with Microsoft Office is advantageous.
  • Compensation - $19.50/hr
  • This position offers a hybrid work model with remote and in-office days.
Why You Will Appreciate Working Here:

The NSC prioritizes the safety, health, and overall well-being of our employees. We provide competitive benefits, resources, and tools to foster a work-life balance that supports our employees throughout all stages of life. Our offerings include:
  • A minimum of 20 PTO days accrued in the first year and 11 paid holidays
  • Flexible work arrangements
  • Comprehensive medical, dental, vision, and life insurance options
  • 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 are committed to creating a safe and inclusive environment. Ensuring safety requires a dedication to equitable policy implementation and fostering diversity within the safety profession. We strive to cultivate a diverse, inclusive, and equitable workplace to fulfill our mission of saving lives, from the workplace to anyplace.

NSC is an equal opportunity employer.