Customer Service Representative – Part Time

🔥 9 minutes ago

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NCCER

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1996

📚 Education

🤝 Non-profit

🏗️ Construction

Education • Non-profit • Construction

NCCER is the nation’s leading provider of construction industry education, assessments, credentials, and accreditation. Established in 1996 as an independent 501(c)(3) nonprofit educational foundation, NCCER offers programs designed by industry experts to enhance the skills of craft professionals across the construction sector. With a focus on building a skilled workforce, NCCER provides training, certifications, research, and career development opportunities. It offers a range of programs including online courses and leadership certifications to aid in recruitment, training, and workforce development. NCCER partnerships with associations, contractors, and educational institutions ensure a comprehensive approach to construction education for high school students, veterans, and other learners seeking career advancement in construction.

📋 Description

• Provide excellent customer service via incoming and outgoing telephone calls, e-mails, chat, and other correspondence – including Tier 1 and Tier 2 Technical Support. • 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. • Assist the Manager in the development and maintenance of the NCCER Support Site. • Maintain working knowledge of the NCCER Guidelines and the policies included therein, including policies related to teaching, testing, proctoring, credentialing, record-keeping, and cheating. • Maintain working knowledge of the NCCER website and other products, programs, and initiatives that may generate customer inquiries and correspondence. • Navigate multiple programs and utilize the internet to provide online assistance and support customers with problem-solving requests. • Maintain confidentiality of student records and follow all record-keeping requirements as outlined in the company's policies and procedures. • Assist trainees with creating user accounts and website questions. • Other duties as assigned.

🎯 Requirements

• 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)

🏖️ Benefits

• NCCER is an equal opportunity employer. • Reasonable accommodations provided to individuals with disabilities and religious beliefs.