Customer Service Representative - 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, and chat.
• Interact with the Salesforce case management system.
• Assist in the development and maintenance of the NCCER Support Site.
• Work with other departments to troubleshoot issues.
• Navigate databases and customer service applications efficiently.
• Maintain working knowledge of NCCER guidelines and policies.
• Provide online assistance and support customers.
• Maintain confidentiality of student records.
• Assist trainees with account creation and inquiries.
• Perform other duties as assigned.

Requirements

• At least 2 years of Customer Service experience strongly preferred.
• Associate's degree preferred.
• Strong written and verbal communication skills required.
• Excellent typing skills and ability to document interactions in real-time.
• Analytical and problem-solving skills are key.
• 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.
• Reasonable accommodations for individuals with disabilities.