Job Information
National Safety Council Customer Service Representative II in Syracuse, New York
Save lives, from the workplace to anyplace.
The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. Our Initiatives include:
Workplace Safety
Roadway Security
Impairment
We are currently looking for a Customer Service Representative II to join us in our mission to save lives and prevent injuries.
Position Highlights:
Responsible for providing quality customer service to various parties including students, instructors, and other stakeholders. Interacts directly with individuals who are enrolled in NSC courses by registering their information and processing credit card payments over the phone. Responsible for entering student and class records into the system to ensure accurate reporting. Expertly trains new and existing colleagues to handle customer service calls, including meeting defined quality and customer satisfaction standards. Designs and creates training plans, process documents, skill assessment tests, job aids, call flows, and other resources to support team performance and consistency. Assists with the review of call quality monitored phone calls and completed evaluation forms addressing issues and areas of improvement through training and resource research.
What You’ll Do:
Customer Service – 50%
Effectively conducts inbound customer service calls from multiple program queues meeting defined performance metrics, quality and customer satisfaction standards, and satisfying all program regulatory requirements.
Uses call flows, reference materials, and program training to identify issues, apply problem-solving skills, and appropriately handle customer inquiries.
Applies empathy, listening, and service techniques to defuse situations and avoid call escalation.
Provides specific and unique program/schedule information accurately to customers.
Efficiently communicates through chat and email to research and resolve enrollment/completion issues.
Accurately inputs student data and processes live credit card payments while maintaining PII and PCI compliance.
Clearly and concisely documents customer interactions with account notes in business systems.
Responds to customer messages; place outbound calls to customers to answer general questions, complete registration, or process other routine transactions.
Consistently promotes self-service options and customer engagement to meet team goals.
Proactively and swiftly communicates repetitive or widespread customer concerns to management for resolution.
Promptly processes returned mail-in business systems to reduce costs associated with outdated address data.
Fields support calls, chat, email, and/or other communication from customers.
Effectively handles multiple customer email and/or chat conversations simultaneously, with professionally written correspondence.
Provides Tier 2 customer support via escalated phone calls, Jabber chat support, and email.
Customer Service Training & Resources – 50%
Expertly trains new and existing colleagues to handle customer service calls, including meeting defined quality and customer satisfaction standards.
Drafts and supports the implementation of professional template email and chat customer responses to enable efficient simultaneous support of multiple customer conversations.
Collaborates with other staff to research repetitive questions to identify team training and job aid opportunities.
Designs and creates training plans, process documents, skill assessment tests, job aids, call flows, and other resources to support team performance and consistency.
Provides input to further Continuing Education training needs and content for the CSR team.
Identifies repetitive customer issues and recommends changes to processes for efficiency or to elevate the customer experience.
Assists with the review of call quality monitored phone calls and completed evaluation forms addressing issues and areas of improvement through training and resource research.
Performs other related duties as assigned.
We’re Looking for Someone with:
High school diploma or equivalent and 2 years of relevant customer service or call center experience
Requires basic knowledge and experience in own discipline; still acquiring higher-level knowledge and skills.
Solves a range of straightforward problems.
Analyzes possible solutions using established processes.
Receives close-to-moderate level of guidance and direction.
Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines.
Excellent verbal and written communication skills.
Excellent interpersonal skills.
Professional and pleasant telephone manner.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Strong customer service and team orientation.
Data entry accuracy and integrity.
Bilingual (English/Spanish) is a plus.
The salary for this role is $20/hr.
This is a hybrid position.
Reasons You’ll Love it here:
NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:
At least 20 PTO days accrued 1st year and 11 paid holidays
Flexible work arrangements
Comprehensive medical, dental, vision, and life insurance plans
Flex spending accounts for medical and dependent care
403(b) & Roth 403(b) with employer match up to 6%
Reimbursable training
Student loan pay down
Dress for your day
We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.
NSC is an equal-opportunity employer.
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