Customer Experience Specialist II
About The Position
We are seeking a talented customer service professional to join our Customer Experience team. The ideal candidate will bring value to the team by utilizing their exceptional communication skills and nurse licensure, public policy or other relevant healthcare knowledge to provide customers with business and technical support for NCSBN’s programs. Reporting to the Senior Manager, Customer Experience, the Customer Experience Specialist II will act as a customer service representative and will have the chance to connect with a diverse group of customers (e.g., internal staff, NCSBN membership, nursing regulators, nurses, etc.). This role is an exciting opportunity for an individual dedicated to providing exceptional customer experience to help support an organization committed to advancing nursing regulation and policy worldwide!
Requirements
- Associate’s degree required.
- Minimum of three years of related experience.
- Strong organizational, critical thinking and analytical skills.
- Strong customer service skills with knowledge of customer service software.
- Strong communication skills.
- Attention to detail; adaptability and flexibility in a fast-paced environment.
- Computer Skills: Microsoft Office suite (Outlook, Word, Excel, PowerPoint); Customer Support Applications; Understanding of databases; Web and HTML; Reporting experience preferred.
Responsibilities
- Resolves complex and common customer inquiries utilizing knowledge of organizational technology, policies, and processes. Manages and documents the inquiry process, escalates issues as needed, identifies recurring problems, and shares information with relevant parties.
- Triages complex issues such as payments, candidate appeals, hardware/software troubleshooting and issues requiring advanced program knowledge and problem- solving skills. Able to record notes pertaining to investigations and the next steps.
- Supports the operational integrity of NCSBN products and services through inquiry/ticket review and resolution utilizing program knowledge and analytical skills. Raises recurring concerns and recommends solutions to operations leadership for consideration of process or document changes. Recognizes and communicates risks through process analysis, policy improvement, and incident resolution.
- Evaluates, maintains and updates end-user FAQs, website content, scripts, standard operating procedures, knowledge base articles and other support documentation using writing, proofing and editing skills.
- Upholds program security through process analysis, policy improvement and incident resolution.
- Uses knowledge and experience to contribute to requirements and user acceptance testing, and communication plan for program maintenance, releases, and other initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
101-250 employees
