Essential Duties and Responsibilities: The essential duties of the position include the following.
• Troubleshoot and resolve support tickets
• Receive inbound calls and emails from candidates and internal customers
• Update registry and renewals
• Create candidate accounts
• Schedule exams
• Facilitate and coordinate resources for ADA accommodation requests
• Manage internal system workflows; includes approval for testing, reciprocity, renewals, etc.
• Manage and update customer database by documenting each interaction
• Escalate day-to-day call/system error trends to Development team to ensure excellent customer satisfaction and to improve internal system performance.
• Other duties as assigned
Supervisory Responsibilities:
None
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High School Diploma, or general education degree (GED), 1 year call-center experience, and training or equivalent combination or education and experience.
Language Ability:
Ability to read and comprehend instructions, correspondence, and memos. Ability to write moderately complex correspondence. Ability to effectively converse and present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability:
Ability to add, subtract, multiple and divide on all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret feedback from non-skilled technical system users to uncover the source of problems and persistence to efficiently provide solutions. An extreme attention to detail is required to ensure proper documentation of facts. Ability to adapt well in the face of workplace stressors such as customer service complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department.
Computer Skills:
A significant comfort level with utilizing a variety of computer software programs such as Microsoft Office products, web browsers, and CRM tools.
Certificates and Licenses:
None
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sedentary work. Substantial repetitive movements of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to view a computer monitor including extensive reading. Ability to speak and hear to interact with callers and coworkers.
Equal Employment Opportunity:
Credentia Nurse Aide, LLC 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.
Worker must have regular, predictable, attendance and punctuality to adhere to the required work schedule.
