• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role.
• Actively promote products and services to our customers. Explaining products and making recommendations based on customer driven information
• Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty
• Manages day to day contacts:
• Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
• Resolve customer concerns through the case management system; create cases for each contact handled.
• Assists customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.
• Processes payments for annual maintenance fees and diagnoses payment errors.
• Registers customers for seminars.
• Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
• Recognize, document, and inform the regional manager regarding trends in customer correspondence.
• Escalate complex inquires / requests to subject matter experts.
• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Miscellaneous duties as assigned.

• High School diploma or GED required
• Minimum 3 years of customer service experience in a call center environment preferred
• Must have excellent written and verbal communication skills in English
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• CRM/database applications experience a plus (i.e. Salesforce)

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
• Passionate about customer experience and has the ability to put the customer and candidate at the heart of all interactions.
• Effective organization skills and the ability to multitask.
• Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
• Able to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
• Self-motivated.
• Interact in a cooperative and professional manner with others.
• Detail oriented and good follow-up skills.
• Ability to problem solve in a timely manner.
• Ability to handle confidential information with discretion.

Physical & Mental:

• Work normal business hours, and occasional extended hours or overtime, when necessary.
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens.