Customer Service Representative - Part Time - Remote

Overview

The Customer Service Representative is NCCER’s frontline representative and primary point of contact for a diverse customer base. The customer service team’s mission is to keep a 90% first-contact resolution rate while representing NCCER professionally. A CSR must interact effectively, knowledgeably, and courteously with all types of customers, including construction contractors, schools, correctional facilities, and industry associations. The role requires strong knowledge of NCCER’s programs, products, systems, and policies to provide accurate information. Successful CSRs learn quickly, have strong technology skills, and multitask well as they often handle phone calls and chat inquiries simultaneously.

In Short

• Provide excellent customer service via phone, email, chat, and other correspondence.
• Document all customer service inquiries in Salesforce case management system.
• Assist in the development and maintenance of the NCCER Support Site.
• Work effectively with other departments to troubleshoot issues.
• Maintain knowledge of NCCER Guidelines and policies.
• Navigate multiple programs and utilize the internet for customer support.
• Maintain confidentiality of student records.
• Assist trainees with user account creation and website questions.
• Handle various customer inquiries and requests efficiently.
• Other duties as assigned.

Requirements

• At least 2 years of Customer Service experience preferred.
• Associate's degree preferred.
• Strong written and verbal communication skills.
• Excellent typing skills for real-time documentation.
• Analytical and problem-solving skills.
• Self-starter with experience handling multiple duties.
• Strong organizational skills and ability to work independently.
• Dependable in attendance and performance.

Benefits

• NCCER is an equal opportunity employer.
• Provides reasonable accommodations for individuals with disabilities.