Customer Service Ambassador
15 hours ago
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:
- Effectively conduct inbound customer service calls from multiple program queues meeting defined performance metrics, quality, and customer satisfaction standards.
- Use call flows, reference materials, and program training to identify issues, apply problem-solving skills, and handle customer inquiries.
- Apply empathy, listening, and service techniques to defuse situations and avoid call escalation.
- Communicate effectively 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.
- Document customer interactions with account notes in business systems.
- Respond to customer messages and place outbound calls to customers to answer general questions or complete registration.
- Promote self-service options and customer engagement to meet team goals.
- Proactively 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- Promptly process returned mail in business systems to reduce costs associated with outdated address data.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:
- 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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