Customer Care Advocate

2 weeks ago

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

The National Safety Council is a premier nonprofit organization dedicated to advocating for safety across various sectors. Our focus is on eradicating 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 vital mission of saving lives and preventing injuries.

Key Responsibilities:

Deliver exceptional customer service to a diverse range of stakeholders, including students, instructors, and partners. Engage directly with individuals enrolled in NSC programs by managing their information and processing payments securely over the phone. Additionally, you will be responsible for accurately entering student and course records into our systems to ensure precise reporting.

Accountabilities:
  • Support for State Programs and Traffic Court Programs.
  • Manage 25-30 courses/products in various formats (e.g., online, in-person).
Your Role Will Include:
  • Handling inbound customer service inquiries from multiple program queues while meeting established performance metrics and quality standards.
  • Utilizing call flows, reference materials, and training to identify issues and resolve customer inquiries effectively.
  • Employing empathy and active listening to de-escalate challenging situations.
  • Providing accurate program and schedule information to customers.
  • Communicating through chat and email to address enrollment and completion inquiries.
  • Entering student data and processing payments while ensuring compliance with privacy standards.
  • Documenting customer interactions clearly in business systems.
  • Responding to customer messages and making outbound calls for general inquiries and transactions.
  • Encouraging self-service options and customer engagement to achieve team objectives.
  • Reporting recurring customer concerns to management for resolution.
  • Managing returned mail in business systems to maintain accurate address data.
  • 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 in data entry.
  • Bilingual skills (English/Spanish) are preferred.
  • Bachelor's degree is a plus.
  • Familiarity with Microsoft Office is advantageous.
  • Compensation: $19.50/hr.
  • This position offers a hybrid work arrangement with a combination of 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 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 are committed to creating a safe and inclusive workplace. We believe that safety is intertwined with a commitment to equitable practices and promoting diversity within the safety profession. It is essential to cultivate a diverse, inclusive, and equitable work environment to fulfill our mission of saving lives across all settings.

NSC is an equal opportunity employer.

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