The Customer Service Representative is NCCER’s frontline representative and primary point of contact for a diverse customer base. The customer service team’s mission is to keep a 90% first-contact resolution rate while representing NCCER professionally. A CSR must interact effectively, knowledgeably, and courteously with all types of customers, including construction contractors, schools, correctional facilities, and industry associations. The role requires strong knowledge of NCCER’s programs, products, systems, and policies to provide accurate information. Successful CSRs learn quickly, have strong technology skills, and multitask well as they often handle phone calls and chat inquiries simultaneously. 

Major Duties

1) Provide excellent customer service via incoming and outgoing telephone calls, e-mails, chat, and other correspondence – including Tier 1 and Tier 2 Technical Support.

2) Salesforce case management system interaction

• Document all customer service inquiries in the case management system, ensuring entries are clear, complete, and properly closed.
• Address cases assigned in the case management system in accordance with our Service Level Agreement (SLA). Work on unassigned cases as well.
• Resolve all calls, emails, and Salesforce cases received during the shift.

3) Support Site interaction

• Assist the Manager in the development and maintenance of the NCCER Support Site. 
• Utilize support documents to assist in resolving customer inquiries.

4) Work effectively with other departments at NCCER to troubleshoot or solve problems/issues.

5) Work within databases and customer service programs/applications, including specific platforms such as Salesforce, Credential Engine, Testing System, and the NCCER Learning Management System (LMS). Must be able to navigate and use these systems efficiently to resolve customer needs.

6) Maintain working knowledge of the NCCER Guidelines and the policies included therein, including policies related to teaching, testing, proctoring, credentialing, record-keeping, and cheating.

7) Maintain working knowledge of the NCCER website and other products, programs, and initiatives that may generate customer inquiries and correspondence.

8) Navigate multiple programs and utilize the internet to provide online assistance and support customers with problem-solving requests.

9) Maintain confidentiality of student records and follow all record-keeping requirements as outlined in the company's policies and procedures.

10) Assist trainees with creating user accounts and website questions.

11) Other duties as assigned; as this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

• At least 2 years of Customer Service experience strongly preferred
• Associate's degree preferred
• Strong written and verbal communication skills, as well as excellent telephone skills, are required
• Bilingual in English and Spanish is required 
• Excellent typing skills and ability to document customer interactions in real-time during calls
• Analytical and problem-solving skills are key to identifying and resolving customer issues
• The position requires a self-starter with demonstrated experience handling multiple duties and deadlines
• Excellent correspondence layout, strong organizational skills, the ability to work independently, and the ability to work effectively with all levels of executives, management, and staff are essential
• Dependable in attendance and performance

Software Skills

• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) 
• Salesforce experience preferred
• Internet navigation and research skills
• Proprietary websites (Online Bookstore, Instructor Resource Center, Credential Engine, Testing System, Assessment Platform)

NCCER is an equal opportunity employer. No one shall be denied employment or opportunity based on race or color, sex, age, national origin, religion, physical or mental disability, veteran’s status, marital status, gender identity or sexual orientation. NCCER also provides reasonable accommodations to individuals with disabilities and bona fide religious beliefs, provided that such accommodation does not constitute an undue hardship on the Company.