Lead Customer Service -Operations Assistant

Job Type

Full-time

Description

Work Location: In Person, Greeley, CO

This role will require a Thursday through Monday work schedule. The Operations Assistant will be scheduled for five hours each day on Thursday and Monday (i.e., 9 a.m. to 2 p.m., or 10 a.m. to 3 p.m.) and for ten hours each day on Friday, Saturday, and Sunday (i.e., 7:30 a.m. to 5:30 p.m.). A four-day, 10 hours per day work schedule will also be considered.

Who are we?

The National Board of Chiropractic Examiners (NBCE) is the international testing agency for the chiropractic profession. The NBCE develops, administers, and scores standardized exams that assess knowledge, higher-level cognitive abilities, and problem-solving in various basic science and clinical science subjects.

What do we do?

NBCE exams offer assurance to the general public that a chiropractor, regardless of what school they attended or where they were licensed, has demonstrated a baseline of knowledge as well as ability in diagnosis, diagnostic imaging, principles of chiropractic, associated clinical sciences, and chiropractic practice. Candidates typically take NBCE exams before graduating from chiropractic college. Exam scores are made available to licensing authorities within and outside the United States.

In the U.S., all 50 states either accept or require candidates to pass Parts I, II, III, and IV for licensure.

ROLE SUMMARY :

The Operations Assistant provides support to the Test Administration Manager and Administration Department staff by performing administrative duties, assisting with exam operations, and handling a wide variety of other tasks. The Operations Assistant is also responsible for ensuring best practices in customer service and communications with examinees. This role promotes positive relationships within the organization, as well as with vendors, consultants, and test site personnel, and requires a high level of professionalism in both appearance and demeanor, reliability, and discretion in a high-stakes testing environment.

OVERVIEW OF ESSENTIAL JOB FUNCTIONS:

Computer-Based Testing

• Assist the Test Administration Manager in establishing dates for each administration at testing centers and assist the testing site representative with blocking seats at their locations ensuring they have the correct number of seats available at each campus location for scheduling.
• Run weekly reports to verify the number of examinees scheduled and coordinate with testing site representative to open or close sessions, as needed, and as directed by the Test Administration Manager
• Collect receipts/documents and verify all staff expenses are submitted by test-site personnel to ensure accuracy. Enter the expenses into Concur and submit them for the Test Administration Manager's review and approval.
• Audit and approve all vendor invoices after each administration and submit them to the Finance Department for processing.
• Prepare monthly Information Letters to CBT campus sites to inform them of how many examinees will be testing to allow Head Proctors to plan and hire Proctors as needed.
• Review all test site surveys and incident reports after each test administration and consult with the Test Administration Manager on any comments or issues that need to be addressed.
• Assist the Test Administration Manager with:
• following up on corrective actions with examinees and on-site test center staff and communicating all examinee irregularities to designated individuals, and
• developing, updating, and providing all test sites with necessary test administration materials such as manuals for security policies, registration procedures, proctor training presentations, etc.

Part IV Assessment Center

• Provide examinee support in-person, over email, or on the phone by answering questions, troubleshooting travel delays, and assisting in rescheduling exam appointments when necessary.
• Monitor the front door to ensure access to authorized personnel or guests. Responsible for the security of the building during test center operation.
• Assist the Assessment Center Administrator (ACA) as needed, with registration, security, storing personal belongings, light housekeeping, providing breaks, etc.
• Proctor exams as needed or as backup to the Assessment Center Administrators.
• Resolve issues independently:
  Take full ownership of escalated cases, conduct independent research, troubleshoot, make on the spot decisions, and coordinate with other departments.
• Exercise efficient and effective decision making:
  Analyze complex problems quickly and make sound, on the spot decisions to de-escalate situations and provide satisfactory and appropriate solutions for examines.
• Make necessary decisions regarding irregularities, in accordance with NBCE policies, during the exam.

Auxiliary Services

• Run out-of-office errands, assist with inventory and ordering supplies, order and prepare holiday greeting cards, and order gifts as requested.
• Organize and keep tidy common areas, ensuring they are well stocked with NBCE provided supplies. Work with the…