ERC Specialist - Customer Service Representative

IICRC•Las Vegas, NV

5d•Onsite

About The Position

The IICRC is a non-profit, certification and Standards Developing Organization (SDO) for the inspection, cleaning and restoration industries. The organization serves over 25 countries and aims to establish and advance globally recognized standards and certifications. The ERC Specialist will perform data entry and document processing within the Exams, Certified Firms, or Renewals departments. This role is responsible for answering incoming calls, resolving customer questions, processing technician renewals, entering and retrieving data from computer software and physical files, and accurately scoring assessments. The specialist will also enter large amounts of alphanumeric information into company-specific software while maintaining the company database. This is not a call center position.

Requirements

High school diploma or equivalent
Ability to type 35 wpm or greater with accuracy
Strong attention to detail
Can perform repetitive work and stay focused on the task
Basic computer skills
Excellent verbal and written communication skills
Able to quickly learn new concepts
Prefers to work in a close team setting
Adaptable to change
Performs well in high stress situations
Must pass pre-employment background check, typing, and performance assessments.

Nice To Haves

Three-five years of customer service experience
Three-five years of demonstrated data entry or computer processing experience

Responsibilities

Perform data entry and document processing within the Exams, Certified Firms, or Renewals departments.
Answer incoming calls and resolve customer questions.
Accurately and timely process technician renewals.
Enter and retrieve data from computer software and physical files.
Accurately score assessments and enter alphanumeric information into company-specific software.
Maintain company database.
Follow outlined procedures to ensure all steps are completed.
Create and send invoices and late notices.
Verify and update Continuing Education Credits.
Verify receipt and thoroughness of required material.
Score exams using Scantron and/or manually.
Mail updated certificates.
Make outbound calls to customers to resolve payment issues.
Follow up and return voicemails in a timely manner.
Provide excellent customer service.
Process documents manually with accuracy.
Create and maintain customer accounts in multiple software programs.
Enter and maintain detailed notes on customer accounts.
Process all forms of payment with accuracy and integrity.
Review and identify inaccuracies, and use problem-solving skills to investigate.
Provide insight into possible process and procedure improvements.
Manage confidential information.
Maintain regular and consistent attendance.
Perform other duties and special projects as assigned.