Customer Service Representative
4 weeks ago
The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.
We are currently seeking a Customer Service Representative to join our team in our mission to save lives and prevent injuries.
Key Responsibilities:
Provide quality customer service to various parties including students, instructors, and other stakeholders. Interact directly with individuals who are enrolled in NSC courses by registering their information and processing credit card payments over the phone. Also responsible for entering student and class records into the system to ensure accurate reporting.
Scope / Accountabilities
- State Programs, Traffic Court Programs
- 25-30 courses/products supported in different formats (e.g., online, in-person classroom)
- Effectively conduct inbound customer service calls from multiple program queues meeting defined performance metrics, quality and customer satisfaction standards, and satisfying all program regulatory requirements.
- Use call flows, reference materials, and program training to identify issues, apply problem-solving skills, and appropriately handle customer inquiries.
- 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- Promptly process returned mail-in business systems to reduce costs associated with outdated address data.
- Complete other duties as assigned.
- 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/Portuguese) a must.
- Bachelor's degree preferred.
- Experience with Microsoft Office is a plus.
- Hourly rate - $19.50/hr
- This is a hybrid position with two days remote and three days in the office.
The National Safety Council is committed to creating a safe and inclusive work environment. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:
- 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
Our hiring process is designed to give you the opportunity to shine at each step. It starts with a pre-screen Wedge interview, where you can introduce yourself and share your experience. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way
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