Customer Service Representative

Description

Job Name: Customer Service Representative

Job Reports To: Manager, Customer Service & Resource Center

Department: Customer Service & Resource Center

FLSA Status: Salaried Non-Exempt

Schedule: Monday – Friday 7:50 a.m. – 4:20 p.m. / 37.5 hours weekly

Some work from home is flexible; however, you must live in the Middle TN area and not out of state. This is not a full-time remote position, and you must work in the Nashville, TN office two days per week or as needed.

Responsibilities:

The Customer Service Representative is responsible for answering inbound calls and emails for four lines of business including CPA Examination Services, NASBA Licensing, the National Candidate Database and NASBA’s International Evaluation Services, their candidates and stakeholders. This position is also responsible for having a general understanding of all other NASBA products and services. The Customer Service Associate provides superior customer service by answering and responding to incoming customer inquiries, resolving issues, troubleshooting problems and providing information regarding the Uniform CPA Exam process and CPA licensure.

Requirements

Position Requirements:

o Ability to report to work on time and manage time off throughout the year.

o Answer incoming candidate calls and emails regarding application-related inquiries, providing timely and accurate information.

o Ability to meet minimum call center call time and hold time daily expectations.

o Ability to meet minimum customer service email response daily expectations.

o Troubleshoot and resolve technical issues that candidates may experience during the application process or when accessing their accounts, including login issues, error messages and system functionality.

o Escalate unresolved technical issues to the Team Lead when necessary.

o Respond to inquiries concerning complaints and use proper escalation and follow-up, as needed.

o Demonstrate a high level of professionalism and empathy when addressing a candidate’s concerns.

o Maintain thorough and up to date notes of candidate interactions and troubleshooting steps within the candidate’s account in the CPA Portal, Online Administration (Licensure) system, and in Terradotta.

o Be knowledgeable and able to confidently explain how to apply for the different lines of business, the application statuses, exam requirements, exam credit and CPA Evolution, etc. to candidates by phone or email

o Work well under pressure and adhere to set standards regarding call time, transfer rate, and quality assurance standards.

o Protect organization's values by keeping customers’ personally identifiable information (PII) confidential.

o Adhere to all documented policies and procedures.

o Attend and actively participate in all necessary training.

o Strives for customer service excellence and collaborative conflict resolution.

o Ability to draft correspondence and emails using appropriate formats, standard English and professional terms.

o Ability to establish and maintain effective working relationships with managers, other staff, Executive staff, and candidates.

o May be required to work overtime (more than 40 hours per week) as business needs dictate.

o Participate in all NASBA related and team functions.

o Perform other duties as assigned by manager.

Functional Relationships: All NASBA departments, employees and boards.

Internal Customer: CPA Examination Services, National Candidate Database, NASBA Licensing and related internal staff.

External Customers: Boards of Accountancy, state societies, Prometric, academic institution staff, review course providers and potential CPA candidates and licensees.

Skills and Professional Experience

Skills Profile:

o Excellent verbal and written communication skills, including use of proper phone etiquette and grammar.

o Excellent interpersonal skills.

o Exceptional research skills and high attention to detail.

o Experience working in a team-oriented, collaborative environment.

o Cross-cultural sensitivity.

Experience/Knowledge:

o 1 year experience in a customer service role

o Effective analytical/problem solving, multi-tasking and research skills.

o Strong listening and verbal communication skills.

o Strong customer service skills

o Good data entry and typing skills

o Punctual and dependable

Education/Other:

o High school diploma or equivalent required. Some college preferred.

Below is an overview of some of the benefits we offer to full-time employees.

• Medical/Dental/Vision
• Health Reimbursement Account (HRA)
• Life Insurance
• Short-Term & Long-Term Disability
• Numerous Voluntary Policies
• Employee Assistance Program
• 401(k) Plan (NASBA contributes 5.7% of employee’s salary)
• Flexible work plan benefit $100 monthly allowance. Parking paid on days in the office
• Holidays (13 days)
• Paid leave time - (prorated based on hire date and earned on an accrual basis)
• Vacation Leave (10 days)
• Sick Leave (12 days)
• Personal Days (3 days)
• Flex Spending Account (FSA)
• Dress for Your Day Casual Dress
• Some work from home is flexible; however, you must live in the Middle TN area and not out of state. This is not a full-time remote position, and you must work in the Nashville, TN office two days per week.

NASBA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final offers of employment are contingent upon successful completion of national criminal background check, national sex offender registry search and, where applicable, an education credential check, credit check, Global Watchlist and/or Government Watchlist.

Due to overwhelming interest in our organization, we are unable to accept faxed resumes or incoming calls regarding open positions. Only those matching the above job description will be contacted.

Thank you for your interest in employment opportunities at NASBA.