Technical Service Representative
Job title: Technical Service Representative in Syracuse, NY at National Safety Council
Company: National Safety Council
Job description: Save lives, from the workplace to anyplace.The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.We are currently looking for a Technical Support Representative to join us in our mission to save lives and prevent injuries.Position Highlights:Provide quality customer service to various parties, including students, online learning site administrators, instructors, and/or other stakeholders in an omnichannel contact center environment. Accurately enter and access customer information into multiple business and learning management systems and complete routine transactions. Complete specific project assignments to improve the customer experience and collaborate to create team reference materials. Proactively communicate repetitive or widespread customer concerns to management for resolution.
What You’ll Do:
- Professionally handle customer support calls, chat (multiple, simultaneously), email and/or other communication, meeting defined performance expectations and contractual regulatory requirements.
- Follow documented customer interaction flows.
- Provide specific and unique program information accurately to customers.
- Apply empathy, listening, problem-solving, and service techniques to defuse situations and avoid contact escalation.
- Independently employ job aids, reference materials, program training, etc. to assist customers.
- Accurately enter and access customer information into multiple business and learning management systems and complete routine transactions.
- Efficiently communicate through chat and email to research and resolve customer inquiries, maintaining multiple conversations simultaneously.
- Accurately input student data and process live credit card payments while maintaining data confidentiality.
- Clearly and concisely document customer interactions with account notes in multiple business and/or learning management systems.
- Provide support to users and administrators of multiple learning management systems.
- Resolve access code, password reset, and user lockout issues.
- Process certificate reprint requests in line with specific program regulations.
- Provide clear verbal and written instructions to assist users with navigation of various eLearning websites.
- Collaborate to create, revise, or update team resource materials.
- Proactively communicate repetitive or widespread customer concerns to management for resolution.
- Complete specific project assignments to improve the customer experience.
- Promptly process returned mail in business systems.
- Perform other related duties as assigned.
- High school diploma or equivalent.
- At least 2 years of customer service experience in a contact center environment.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Strong customer service and team orientation.
- Data entry accuracy and integrity.
- Bilingual (English/Spanish) desired.
- Experience with Microsoft Office a plus.
- This is a hybrid position.
- Hourly rate is: $19.25
- At least 20 PTO days accrued 1st year and 11 paid holidays
- Flexible work arrangements
- Comprehensive medical, dental, vision, and life insurance plans
- Flex spending accounts for medical and dependent care
- 403(b) & Roth 403(b) with employer match up to 6%
- Reimbursable training
- Student loan pay down
- Dress for your day