Customer Engagement Specialist

• Employee Type Non-Exempt – Full-Time

• Name NBCC HR Department
• Phone
• Email recruitment

The Customer Engagement Specialist position in the Certification and Credentialing Services Department is responsible for providing effective customer service and engagement support in accordance with the National Board for Certified Counselors (NBCC) and the Center for Credentialing & Education (CCE) policies, processes, and procedures. This position is responsible for supporting continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs.

The position is also responsible for providing information, working in records, and appropriately routing calls and emails as required. This position is critical and serves as the front line for renewal and recertification of certificants and credential holders.

• Answers incoming telephone calls and responds to caller inquiries.
• Transfers incoming emails to appropriate team members or replies as appropriate.
• Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows up appropriately to ensure resolution.
• Provides information to appropriate staff so that issues are resolved in a timely manner.
• Supports continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs.
• Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
• Organizes and files documentation, including but not limited to mail, status option change forms, and verification of certification.
• Organizes and scans files for storage and keeps records of items stored and saved.
• Assists with mailing certificates and other departmental communications.
• Other duties as assigned.

• High school diploma or GED required.
• 2 years' related experience required.
• Or equivalent education and experience.

• Associate degree or equivalent from 2-year college or technical school preferred.

• Microsoft 365 programs/apps, including Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
• Thought Span (or other credential holder database)
• Zendesk (or other customer service software)

• Primarily Hybrid with a minimum of 1 day per week in the office.

• Medical, dental, and vision coverage
• 401(K) retirement plan with a 6% company match
• Discretionary profit sharing of 2%
• Daycare assistance - Dependent Care FSA employer contribution
• Medical health savings account - employer contributions
• Employer paid Short-Term Disability, Long-Term Disability, and Basic Term Life AD&D
• Paid time-off programs (sick, vacation, personal, floating)
• 10 observed paid holidays
• Paid winter holiday break
• Employee Assistance Program
• Costco or Sam’s Club membership
• Employer paid Life Lock identity theft protection