The Customer Engagement Advisor works under the direct supervision of the Customer Engagement Manager, and oversight of the Director of Customer Engagement. Responsible for processing candidate applications, evaluations, pre- and post-examination transactions, and other data and records associated w... Show MoreThe Customer Engagement Advisor works under the direct supervision of the Customer Engagement Manager, and oversight of the Director of Customer Engagement. Responsible for processing candidate applications, evaluations, pre- and post-examination transactions, and other data and records associated with candidates seeking the BCSP certifications and designations throughout the certification lifecycle. Communicates with certificants, candidates and external group leaders to facilitate the certification completion process. Assists with processing special requests from candidates, certificants, sponsoring organizations and as assigned by their direct supervisor, Director of Customer Engagement, Chief Operating Officer, and/or Chief Executive Officer.
Essential Functions
- Respond to both inbound and outbound calls in a prompt and professional manner and consistently provide accurate information.
- Reviews designation and certification applications and recertification worksheets for completeness, evaluation of qualifications requirements and approval.
- Enter customer data into the Certification Management System (CMS).
- Communicates with candidates about eligibility decisions related to the certification process and/or credential holder status, including notification of examination results and advise candidates on other BCSP products such as examCORE and recertPRO via telephone, Webex virtual calls, Happy Fox ticketing and chat system.
- Update and maintain electronic and/or hard copy records of candidates and credential holders. Prepare notifications and assembly of materials associated with candidate and credential holder transactions. Contribute to and participates in staff continuous improvement programs.
- May be required to perform other administrative, clerical tasks in support of candidates and credential holders.
Required Education and Experience
- 2 years of proven customer support or call center experience
- Associate degree preferred or equivalent work experience
- Knowledge of Customer Relationship Management (CRM) and Microsoft products
- Excellent phone presentation and etiquette skills required
- Ability to multi-task, prioritize, and manage time effectively
Additional Eligibility Qualifications
Must have critical thinking and analysis skills. Must have experience in office procedures, including keyboarding, correspondence and related tasks. Skills in electronic data manipulation and queries involving databases are strongly preferred. Ability to achieve OSHA 10 certificate within 1st year of employment
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