Client Support Coordinator

2 weeks ago

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

Make a difference in safety and well-being.

The National Safety Council stands as the foremost nonprofit advocate for safety in America. Our mission is to eradicate the primary causes of preventable injuries and fatalities through leadership, research, education, and advocacy. Our focus areas include:

  • Workplace Safety
  • Roadway Security
  • Impairment

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

Key Responsibilities:

Customer Support – 35%

  • Handle incoming calls from various queues in a call-center setting, providing information on programs and schedules, resolving complex enrollment issues, and processing payments.
  • Deliver Level 2 support through escalated calls, chat support, and email communication.
  • Investigate and resolve intricate issues related to customer payments, ensuring accurate adjustments in multiple systems.
  • Prepare and send written communications to customers and external entities as needed.

Training Center and State 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 necessary state agency endorsements.
  • Process training affiliate applications and maintain up-to-date licensing for affiliates and instructors.
  • Monitor renewal processes and follow up on outstanding accounts.
  • Manage product orders and class schedules with meticulous attention to detail.
  • Collaborate with program staff to maintain a comprehensive manual of rules and procedures.
  • Communicate effectively with customers, state agencies, and instructors regarding various inquiries.
  • Coordinate all aspects of Instructor Development and Continuing Education Courses.
  • Support program management with marketing efforts, form revisions, and report writing.
  • Conduct account management calls to gather feedback and promote service quality.
  • Initiate contracts with training facilities and vendors, ensuring compliance with state regulations.
  • Prepare monthly class schedules and ensure all contractual obligations are met.
  • Perform additional operational and administrative tasks as assigned.
Qualifications:
  • Associate's degree with 3-5 years of relevant experience or Bachelor's degree with at least 2 years of experience.
  • Proficient in Microsoft Outlook, Excel, Word, and PowerPoint.
  • Preferred experience includes at least 2 years in customer service or call center roles.
  • Possesses basic knowledge and experience in the field, while still developing advanced skills.
  • Ability to analyze straightforward problems and propose solutions.
  • Excellent verbal and written communication abilities.
  • Strong interpersonal skills and a professional phone demeanor.
  • Demonstrated analytical and problem-solving capabilities.
  • Accurate data entry skills and accountability for technical contributions.
  • This position allows for a hybrid work arrangement.
  • 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 foster a work-life balance that supports employees throughout their careers. 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 that safety begins with a commitment to equitable practices and fostering diversity within the safety profession.

The National Safety Council is an equal opportunity employer.

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