Job Name:    CPE Audit Service Customer Service Associate (CSA)

Department: Compliance Services

Job Reports to:  Caleb Raymer, Senior Manager/CPE Services

Job Classification:  Hourly Non-exempt (Tue/Wed/Thu)

Responsibilities

NASBA CPE Audit Service is one platform offered within the Compliance Services Department. The platform is used by Boards of Accountancy for managing the audits of licensees’ compliance with their continuing professional education (CPE) rules. The CPE Audit Service Customer Service Associate (CSA), under the direction of the NASBA Senior Manager, CPE Services will serve as the primary contact to CPE Audit Service Certified Public Accountant (CPA) users of the application, using both phone and e-mail communications. The CSA will:

· Serve as first point of contact for CPA users of the CPE Audit Service when questions or issues arise via e-mail and telephone.

· Develop good rapport with all CPA users to resolve their issues.

· Provide efficient, accurate, professional and courteous responses to all CPA users both verbally and in writing.

· Become a subject matter expert in the CPE Audit Service application in order to provide training, answer questions and troubleshoot issues.

· Escalate technical issues identified with the application to the Account Managers and Senior Manager, as appropriate.

Supervisory Responsibilities: None

Internal Relationships: This position interacts closely with other CPE Audit Service Account Managers, the ALD Manager, the ALL Manager, staff of the National Registry of CPE Sponsors, as well as administrative and CSA staff from other departments that receive CPE Audit Service inquiries in error.

External Relationships: This position interacts primarily with the Certified Public Accountant (CPA) users of the CPE Audit Service. 

Skills and Professional Experience:    

• Experience working in direct   customer service, help desk work with a software application preferred

• Professional listening, interpersonal and   oral communication skills

• Logical and efficient approach to tasks with   keen attention to detail

• Ability to write courteously and   professionally, while being concise and clear

• Ability to effectively prioritize and execute   tasks while under pressure

• Experience working in a team-oriented,   collaborative environment

• Bachelor’s degree 

· Experience working with a CRM platform, like SalesForce, preferred