Job Summary: The National Registry Spanish-Speaking Customer Experience Specialist serves as a primary point of contact for our Spanish-speaking stakeholders in need of translation services. They assist current and potential certificants in navigating the website, submitting documents, and answering policy questions related to all phases of the certification and recertification process. This position reports to the Customer Experience Supervisor.

Fulfilling our mission and becoming the best place to work demands a defined culture. Culture speaks to how we are together. Culture is the beliefs, values, priorities, expectations, behaviors, and practices that guide daily interactions, thinking, decisions, and actions. When working at the National Registry the expectation of culture is as follows: 

• Never stop learning - Working at the National Registry is a decision to lead, learn, grow, and improve.  
• Responsibility and Privilege - Working at the National Registry should be an exceptional experience. We view working here to be a great privilege and responsibility.  
• Environment is welcoming - We endeavor to create a welcoming, fun, friendly, and inclusive environment. 
• Morals, Accountability, and Character - We each accept responsibility for how we show up, meet challenges, and respond to setbacks. 
• Teamwork - We become a team when we see beyond our egos, actively engage with others, and collectively work together for the good of the organization. 

Essential Functions are listed below; other duties may be assigned:

Stakeholder Support

• Manages large amounts of inbound and outbound calls/emails/messages in a timely manner.
• Provides translation services to Spanish-speaking stakeholders.
• Follows communication “scripts” when handling different topics.
• Identifies customers’ needs, clarifies information, researches every issue and provides solutions and/or alternatives.
• Builds sustainable relationships and engages customers by going the extra mile.
• Frequently attends educational seminars to improve knowledge and performance level.
• Meets personal/team qualitative and quantitative targets.
• Provides pertinent policy and process information to registrants, candidates and stakeholders calling National Registry.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests to Level 2 support as required.
• Keeps equipment operational by following established procedures and reporting malfunctions.
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintains a professional composure at all times.

Administrative Tasks

• Processes emails, faxes, documents
• Serves as a liaison between the customer experience team and other teams within the organization to encourage cross team communication.
• Keeps accurate records of all conversations in our database in a comprehensible way.
• Takes part in training and other learning opportunities to expand knowledge of company and position.
• Updates job knowledge by participating in educational opportunities.
• Assists with the processing, review, and audits of applications and documentation.

Experience, Education, Certification and Skill Requirements:

• High School Graduate required.
• Fluent in English and Spanish required. 1 year of relevant customer service experience, including the ability to clearly communicate in written format. The ability to type, coupled with proficient computer skills/software knowledge required.
• Experience with documentation of calls and actions taken.

Job Competencies:

• Understand the body of certification for EMS
• Able to exercise discretion and maintain confidentiality as well as high ethics and integrity.
• Possesses exceptional interpersonal and communication skills, both oral and written
• Strong ability to work as a team
• Strong problem solving and decision-making skills.

Specific Requirements:

• Must be able to lift and carry up to 25 pounds
• Must be able to read, write, speak and understand the English language.
• Must be able to move intermittently throughout the workday
• Must be able to sit for extended periods at computer or in meetings
• Must be able to see, hear or use prosthetics that will enable the senses to function adequately to assure that the requirements of this position can be fully met
• Must be able to accomplish tasks via the electronic environment such as video conferencing and digital collaboration
• Must be able to work in an environment with moderate noise.

The National Registry is an equal opportunity employer. All persons will be considered for employment without discrimination against race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.