Customer Service Representative

1 week ago

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

Join Our Team as a Customer Service Representative

The National Safety Council is seeking a highly skilled and dedicated Customer Service Representative to join our team. As a key member of our organization, you will play a vital role in providing exceptional customer service to various stakeholders, including students, instructors, and other parties.

Key Responsibilities:

  • Provide quality customer service to meet defined performance metrics, quality, and customer satisfaction standards.
  • Effectively conduct inbound customer service calls from multiple program queues, using call flows, reference materials, and program training to identify issues and apply problem-solving skills.
  • 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  • Promptly process returned mail in business systems to reduce costs associated with outdated address data.

Requirements:

  • 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.
  • Bilingual (English/Spanish) desired.
  • Bachelor's degree preferred.
  • Experience with Microsoft Office a plus.

Why Join Our Team?

The National Safety Council offers a competitive benefits package, including at least 20 PTO days accrued in the first year, 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, and dress for your day.

We Believe in a Culture of Safety and Inclusion:

The National Safety Council is committed to creating a diverse, inclusive, and equitable work environment that promotes a culture of safety and inclusion. We believe that you can't be safe if you don't feel safe, and we strive to cultivate a workplace where everyone feels valued, respected, and empowered to contribute their best work.

NSC is an Equal Opportunity Employer:

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