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Account Support Specialist

2 months ago

Syracuse, New York, United States National Safety Council Full time
Account Support Specialist

At the National Safety Council, we're committed to saving lives and preventing injuries. As an Account Support Specialist, you'll play a critical role in our mission by providing exceptional customer service and support to our training affiliates and instructors.

Key Responsibilities:
  • Coordinate training affiliate and instructor activity, ensuring seamless daily operations of state programs.
  • Orchestrate new and renewed contract agreements with training facilities for in-person training.
  • Design training schedules, review and qualify training affiliate applications/renewals, and review and qualify prospective instructors.
  • Determine eligibility, register, and review prospective instructors, schedule instructor development and continuing education courses, order course materials, recommend authorization, and monitor instructor renewal schedule.
  • Draft written correspondence to provide information or address regulatory compliance issues.
  • Process paperwork from in-person classes, conduct new business and current account management calls to promote program and revenue growth.
What You'll Do:
  • Customer Service - 35%
    • Answer incoming telephone calls from multiple calling queues in a call-center environment, providing program and schedule information, researching and resolving complex enrollment/completion problems, registering students into classes, processing live credit card payments, and screening and routing calls if necessary.
    • Provide Level 2 customer support via escalated phone calls, Jabber chat support, and email, researching and resolving complex problems relative to customer payments and input adjustments as needed in multiple computer systems.
    • Draft and submit written correspondence to customers and outside entities, such as state agencies, courts, probation officers, etc., as requested.
  • Training Center/State Program Support - 65%
    • Provide prompt and courteous administrative support to DMC program staff, training affiliates, instructors, and drivers, maintaining current knowledge of regulatory requirements and ensuring excellence and compliance at all levels of program service.
    • Review and qualify instructor applications, obtain state agency approval, enter instruction information, product orders, and subscription orders into computer systems.
    • Review and qualify training affiliate applications, process appropriate paperwork to the state agency, and obtain approval, entering instructor information and subscription orders into computer systems.
    • Maintain state agency licensing for training affiliates and instructors, meeting all state renewal timelines.
    • Monitor training affiliate and instructor renewal processes, monitor outstanding renewals, initiate follow-up action on delinquent accounts, process product orders from training affiliates with attention to detail and fee structures, track orders through completion, and resolve order issues as needed.
    • Process class schedules, audit class paperwork, batch class records and financials, run reports to balance, and contact training affiliates to collect payment as needed.
    • Work cooperatively with program staff to develop and maintain the current manual of rules and procedures for schools and instructors.
    • Communicate by phone and email with customers, state agencies, facilities, and instructors on a variety of matters, providing program information, researching and resolving enrollment and completion inquiries, scheduling and coordinating all aspects of Instructor Development Courses & Continuing Education Courses.
    • Provide administrative support to program management regarding marketing, development, and revisions of forms and procedures, correspondence, report writing, etc.
    • Initiate outgoing account management calls to solicit feedback, touch base on service, obtain repeat product orders, and earn new business through consistent communication.
    • Provide general feedback from customers and instructors about potential and current program administration, service, and NSC guidelines to the team.
    • Initiate contracts with training location facilities and vendors for direct training, obtaining state agency approval as needed.
    • Prepare monthly schedule of classes and complete all direct training contractual compliance items within deadlines, including payment to instructor and contract agency, reporting, etc.
    Requirements:
    • Associate's degree and 3-5 years of relevant experience OR Bachelor's degree and at least 2 years of relevant experience.
    • Proficient with Microsoft Outlook, Excel, Word, and PowerPoint.
    • At least 2 years of relevant customer service or call center experience preferred.
    • Requires basic knowledge and experience in own discipline; still acquiring higher-level knowledge and skills.
    • Solves a range of straightforward problems.
    • Analyzes possible solutions using established processes.
    • Receives close-to-moderate level of guidance and direction.
    • Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines.
    • Excellent verbal and written communication skills.
    • Excellent interpersonal skills.
    • Professional and pleasant telephone manner.
    • Strong analytical and problem-solving skills.
    • Proficient with Microsoft Office Suite or related software.
    • Strong customer service and team orientation.
    • Data entry accuracy and integrity.
    • Is accountable for technical contribution to project teams.
    Why Join Us:

We care 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.

  • At least 20 PTO days accrued 1st year and 11 paid holidays.
  • Flexible work arrangements.
  • 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.

NSC is an equal opportunity employer.