Customer Service Ambassador

15 hours ago


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

Protect Lives, Preserve Futures.

The National Safety Council is a leading nonprofit organization dedicated to eliminating preventable injuries and deaths. We focus on areas where most unintentional injuries and deaths occur through leadership, research, education, and advocacy.

We are seeking a highly skilled Customer Service Representative to join our team in the mission to save lives and prevent injuries.

Job Overview:

  • Provide exceptional customer service to various parties including students, instructors, and other stakeholders.
  • Interact directly with individuals enrolled in NSC courses by registering their information and processing credit card payments over the phone.
  • Enter student and class records into the system to ensure accurate reporting.

Key Responsibilities:

  1. Effectively conduct inbound customer service calls from multiple program queues meeting defined performance metrics, quality, and customer satisfaction standards.
  2. Use call flows, reference materials, and program training to identify issues, apply problem-solving skills, and handle customer inquiries.
  3. Apply empathy, listening, and service techniques to defuse situations and avoid call escalation.
  4. Communicate effectively through chat and email to research and resolve enrollment/completion issues.
  5. Accurately input student data and process live credit card payments while maintaining PII and PCI compliance.
  6. Document customer interactions with account notes in business systems.
  7. Respond to customer messages and place outbound calls to customers to answer general questions or complete registration.
  8. Promote self-service options and customer engagement to meet team goals.
  9. Proactively communicate repetitive or widespread customer concerns to management for resolution.
  10. Promptly process returned mail in business systems to reduce costs associated with outdated address data.

Requirements:

  • Bachelor's degree preferred.
  • 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.
  • Experience with Microsoft Office a plus.
  • $18.50-$19.50/hour salary.
  • This is a hybrid position with two days remote and three days in the office.

Benefits:

  • Competitive benefits package including medical, dental, vision, and life insurance.
  • Flexible work arrangements.
  • Comprehensive paid time off and holidays.
  • Employee assistance programs.
  • Training and development opportunities.


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