Customer Service Representative

NASBA•Nashville, TN

4d•Hybrid

About The Position

The Customer Service Representative is responsible for answering inbound calls and emails for four lines of business including CPA Examination Services, NASBA Licensing, the National Candidate Database and NASBA’s International Evaluation Services, their candidates and stakeholders. This position is also responsible for having a general understanding of all other NASBA products and services. The Customer Service Associate provides superior customer service by answering and responding to incoming customer inquiries, resolving issues, troubleshooting problems and providing information regarding the Uniform CPA Exam process and CPA licensure.

Requirements

Ability to report to work on time and manage time off throughout the year.
Ability to meet minimum call center call time and hold time daily expectations.
Ability to meet minimum customer service email response daily expectations.
Demonstrate a high level of professionalism and empathy when addressing a candidate’s concerns.
Work well under pressure and adhere to set standards regarding call time, transfer rate, and quality assurance standards.
Excellent verbal and written communication skills, including use of proper phone etiquette and grammar.
Excellent interpersonal skills.
Exceptional research skills and high attention to detail.
Experience working in a team-oriented, collaborative environment.
Cross-cultural sensitivity.
1 year experience in a customer service role
Effective analytical/problem solving, multi-tasking and research skills.
Strong listening and verbal communication skills.
Strong customer service skills
Good data entry and typing skills
Punctual and dependable
High school diploma or equivalent required. Some college preferred.

Responsibilities

Answer incoming candidate calls and emails regarding application-related inquiries, providing timely and accurate information.
Troubleshoot and resolve technical issues that candidates may experience during the application process or when accessing their accounts, including login issues, error messages and system functionality.
Escalate unresolved technical issues to the Team Lead when necessary.
Respond to inquiries concerning complaints and use proper escalation and follow-up, as needed.
Maintain thorough and up to date notes of candidate interactions and troubleshooting steps within the candidate’s account in the CPA Portal, Online Administration (Licensure) system, and in Terradotta.
Be knowledgeable and able to confidently explain how to apply for the different lines of business, the application statuses, exam requirements, exam credit and CPA Evolution, etc. to candidates by phone or email
Protect organization's values by keeping customers’ personally identifiable information (PII) confidential.
Adhere to all documented policies and procedures.
Attend and actively participate in all necessary training.
Strives for customer service excellence and collaborative conflict resolution.
Ability to draft correspondence and emails using appropriate formats, standard English and professional terms.
Ability to establish and maintain effective working relationships with managers, other staff, Executive staff, and candidates.
May be required to work overtime (more than 40 hours per week) as business needs dictate.
Participate in all NASBA related and team functions.
Perform other duties as assigned by manager.

Benefits

Medical/Dental/Vision
Health Reimbursement Account (HRA)
Life Insurance
Short-Term & Long-Term Disability
Numerous Voluntary Policies
Employee Assistance Program
401(k) Plan (NASBA contributes 5.7% of employee’s salary)
Flexible work plan benefit $100 monthly allowance. Parking paid on days in the office
Holidays (13 days)
Paid leave time - (prorated based on hire date and earned on an accrual basis)
Vacation Leave (10 days)
Sick Leave (12 days)
Personal Days (3 days)
Flex Spending Account (FSA)
Dress for Your Day Casual Dress