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Training Program Administrator

2 months ago

Syracuse, New York, United States National Safety Council Full time
Contribute to safety, from the workplace to any environment.

The National Safety Council stands as the foremost nonprofit advocate for safety in America. Our mission is to eradicate the primary causes of preventable injuries and fatalities. Through leadership, research, education, and advocacy, NSC concentrates on critical areas where unintentional injuries and deaths frequently occur. Our initiatives encompass:
  • Workplace Safety
  • Roadway Security
  • Impairment
We are currently seeking a Training Program Administrator to support our mission of saving lives and preventing injuries.

Key Responsibilities:

Oversee training affiliate and instructor activities while managing daily operations of state programs. Facilitate new and renewed contract agreements with training facilities for in-person sessions. Develop training schedules. Evaluate and approve training affiliate applications and renewals. Assess and qualify potential instructors; coordinate processes to maintain active authorized instructors. Determine eligibility, register and review prospective instructors, schedule instructor development and continuing education courses, procure course materials, recommend authorization, and monitor instructor renewal timelines. Draft written correspondence to provide information or address regulatory compliance matters. Process documentation from in-person classes. Conduct outreach for new business and manage current accounts to promote program and revenue growth.

What You'll Be Responsible For:

Customer Support - 35%

  • Handle incoming calls from various queues in a call-center setting, providing program and schedule information; researching and resolving complex enrollment and completion issues; registering students for classes; processing live credit card transactions; screening and routing calls as necessary.
  • Deliver Level 2 customer support through escalated phone calls, chat support, and email.
  • Investigate and resolve intricate issues related to customer payments and make necessary adjustments in multiple systems.
  • Compose and submit written correspondence to customers and external entities such as state agencies, courts, probation officers, etc., as required.

Training Program Support - 65%

  • Provide timely and courteous administrative assistance to program staff, training affiliates, instructors, and drivers. Maintain up-to-date knowledge of regulatory requirements; ensure excellence and compliance at all levels of program service.
  • Review and approve instructor applications; secure state agency approval; enter instructional information, product orders, and subscription orders into systems.
  • Evaluate and approve training affiliate applications; process necessary paperwork to the state agency and obtain approval; enter instructor information and subscription orders into systems.
  • Maintain state agency licensing for training affiliates and instructors, adhering to all state renewal timelines.
  • Monitor training affiliate and instructor renewal processes; track outstanding renewals and initiate follow-up actions on overdue accounts.
  • Process product orders from training affiliates with attention to detail and fee structures; track orders to completion. Resolve order-related issues as necessary.
  • Manage class schedules; audit class documentation; compile class records and financials; generate reports for reconciliation. Contact training affiliates to collect payments as needed.
  • Collaborate with program staff to develop and maintain the current manual of rules and procedures for schools and instructors.
  • Communicate via phone and email with customers, state agencies, facilities, and instructors on various matters. Provide program information; research and resolve enrollment and completion inquiries.
  • Schedule and coordinate all aspects of Instructor Development Courses and Continuing Education Courses.
  • Offer administrative support to program management regarding marketing, development, and revisions of forms and procedures, correspondence, report writing, etc.
  • Initiate outgoing account management calls to gather feedback, check on service, obtain repeat product orders, and cultivate new business through consistent communication.
  • Provide general feedback from customers and instructors regarding potential and current program administration, service, and NSC guidelines to the team.
  • Initiate contracts with training location facilities and vendors for direct training, obtaining state agency approval as necessary.
  • Prepare monthly class schedules and complete all direct training contractual compliance items within deadlines, including, but not limited to: instructor payments and contract agency reporting.
  • Perform other operational and administrative duties as assigned.
Qualifications:
  • Associate's degree and 3-5 years of relevant experience OR Bachelor's degree and at least 2 years of relevant experience.
  • Proficient in Microsoft Outlook, Excel, Word, and PowerPoint.
  • At least 2 years of relevant customer service or call center experience preferred.
  • Basic knowledge and experience in the field; still acquiring higher-level knowledge and skills.
  • Ability to solve a range of straightforward problems.
  • Analyze possible solutions using established processes.
  • Receive close-to-moderate level of guidance and direction.
  • Make decisions within guidelines and policies that impact own priorities and time allocation to meet deadlines.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills.
  • Professional and pleasant telephone demeanor.
  • Strong analytical and problem-solving abilities.
  • Proficient with Microsoft Office Suite or related software.
  • Strong customer service and team orientation.
  • Data entry accuracy and integrity.
  • Accountable for technical contributions to project teams.
  • This is a hybrid position.
  • The hourly rate for this role is $21.75.
Why Join Us:
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 employees throughout all life stages. We offer the following:
  • 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 match up to 6%.
  • Reimbursable training.
  • Student loan repayment assistance.
  • Dress for your day policy.
We believe that safety is rooted in feeling secure. Achieving a sense of security necessitates a commitment to equitable policy implementation and the promotion of diversity within the safety profession. We must cultivate a diverse, inclusive, and equitable work environment to fulfill our mission of saving lives, from the workplace to any environment.

NSC is an equal opportunity employer.