Customer Care Representative (CCR)

Attention all experienced Customer Care Representatives with LMS and CRM experience! Are you looking to make a difference and empower students through your career? Our team at NASSCO is seeking a seasoned professional to join us as a customer care representative, acting as the primary link between NASSCO and the students enrolled in our Certification Programs and the trainers who conduct the trainer-led courses online.

As a NASSCO Customer Care Representative, your role isn't just about answering inquiries— it's about directly contributing to student success with professionalism, technical knowledge, and empathy. You'll troubleshoot technical issues, guide students through enrollment processes, and personally support NASSCO Trainers, all while utilizing industry-leading platforms like Docebo and Salesforce.

Job Description

Responsibilities:

• Serve as the first point of contact for all user inquiries.
• Ensure smooth enrollment processes and track student progress.
• Provide essential technical support for student and trainer needs.
• Liaise with finance teams to resolve any payment issues.
• Partner with our fulfillment vendor to guarantee students receive their materials on time.
• Maintain data integrity through proactive maintenance and project oversight.

Minimum Qualifications:

• Bachelor’s degree in business administration, IT, Marketing, or a related field. (Experience may substitute.)
• 5 years in office administration or customer service.
• Proficiency in MS Office Products and attention to detail.
• Previous experience with CRM (Salesforce), LMS (Docebo), or similar systems is preferred.

This role operates out of a professional office environment, offering a hybrid remote working model in Frederick, MD. Some travel (up to 5% of the time) might be necessary.

If you believe you possess the qualifications listed above, we’d love to hear from you!

OTHER KEY RESPONSIBILITES/DUTIES

(Any of the below may be substituted with Key Responsibilities in the job ad)

• Must be fluent in speaking and writing in English
• Develop detailed training schedules and timelines.
• Coordinate and schedule instructor-led, web-based, virtual, and hybrid training sessions.
• Generate calendar invites, reminders, and other communications to ensure participants are adequately informed and prepared.
• Act as the main point of contact for training participants, addressing inquiries, providing necessary information, and solving issues related to enrollment, attendance, tracking, and scheduling.
• Monitor participant attendance and engagement during training sessions.
• Provide support and resources to facilitators to ensure successful delivery of training sessions, conducting regular check-ins with facilitators to gather feedback and address any concerns.
• Troubleshoot technical issues related to training delivery.
• Maintain accurate records of training activities, attendance, and participant evaluations.
• Generate and analyze reports on training effectiveness and make recommendations for improvement.
• Contribute to the development of processes and standard operating procedures for the LMS administration and training coordination functions.
• Manage the day-to-day operations of the LMS, ensuring data accuracy and system integrity.
• Create, schedule, and administer enrollments for learning events in the LMS.
• Provide technical support to users by troubleshooting issues and coordinating with the LMS vendor for problem resolution.
• Curate and organize content within the LMS to optimize accessibility and user experience.
• Stay informed about industry best practices and advancements in learning technology to enhance the effectiveness of the LMS.
• Manage relationships with external vendors, ensuring timely delivery of services.
• Manage escalation pathways, as needed.

Benefits:

• Flexible working environment
• Competitive salary, comprehensive health, vision, short-term disability and dental benefits, HSA, matching 401K, paid time off and holidays.

Why NASSCO?

Be part of a mission-driven organization dedicated to advancing trenchless technology and ensuring the health of underground infrastructure.

Collaborate with a diverse and passionate team of professionals.

Opportunities for professional growth and development in an innovative setting.

If you’re ready to join a team committed to making a difference in our communities and advancing the trenchless technology industry, apply today!

NASSCO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Make an impact with NASSCO. Apply now!

Job Type: Full-time

Pay: $47,718.00 - $55,789.00 per year

Benefits:

• Health insurance
• Paid time off
• Work from home

Shift:

• 8 hour shift

Ability to Commute:

• Frederick, MD 21703 (Preferred)

Ability to Relocate:

• Frederick, MD 21703: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Frederick, MD 21703

Salary : $47,718 - $55,789