Customer Experience Specialist I, CX
About The Position
The Customer Experience Specialist I joins NCSBN’s Customer Experience team and provides business and technical support for the organization’s programs, products, and services. The role serves as the main point of contact for customer inquiries and provides prompt, professional assistance, drawing on strong communication skills and relevant knowledge of nursing licensure, public policy, or healthcare. The position reports to the Manager, Customer Experience. The position is based in Chicago, Illinois, with a hybrid schedule of two days per week onsite and three days per week remote. It is full-time and exempt. The anticipated starting salary is $40,000–$45,000 annually; actual compensation depends on relevant experience, skills, training, certifications or licenses, qualifications, and geographical location. NCSBN offers eligible employees a competitive benefits package with plan options to meet individual needs.
Requirements
- Associate’s degree required.
- At least two years of related customer service experience.
- Strong organizational, critical thinking, and analytical skills.
- Strong customer service skills.
- Ability to work in a fast-paced environment.
Responsibilities
- Serve as the initial point of contact for customer inquiries.
- Assess, resolve, or triage inquiries while meeting or exceeding department metrics.
- Share information with appropriate parties and document customer interactions, transactions, comments, and complaints.
- Escalate inquiries to the appropriate parties or departments when unable to resolve them.
- Identify and urgently escalate potential issues involving customers, programs, or software.
- Use knowledge-base documentation, organizational program and policy knowledge, and customer service best practices to handle inquiries.
- Contribute knowledge and experience to smaller projects and team tasks, including user acceptance testing for program maintenance, releases, or other initiatives.
- Process visitor requests and enter visitor records in the building security registration portal.
- Welcome visitors and communicate with building security and NCSBN staff about onsite visitors.
- Recommend improvements to the visitor experience and provide feedback to improve the overall customer experience.
- Assist with creating and maintaining department and knowledge-base documentation.
- Provide feedback and suggest new knowledge-base articles.
Benefits
- Eligible employees are offered a competitive benefits package with plan options to meet individual needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
