Customer Services Associate (CSA)

Description

Job Name: Customer Service Associate (CSA)

Job Reports To: Manager, Customer Services & Resource Center

Department: Client Services

FLSA Status: Salaried Non-Exempt (ENTRY LEVEL POSITION - $27,500)

Schedule: Monday – Friday 7:45 a.m. - 4:15 p.m. CST - Some work from home flexibility; however, you must live in the

Middle TN area and not out of state.

Responsibilities:

This position is the initial contact point for the NASBA call center serving CPA Examination Services, NASBA Licensing, the National Candidate Database(NCD) divisions, their customer and staff needs. This position provides quality customer service to external and internal customers by answering and responding to incoming customer inquiries and questions, handle complaints, troubleshoot problems and provide information for the Uniform CPA Examination. The CSA must follow specific procedures in performing all duties related to business operations.

Position Requirements:

• Ability to report to work on time.
• Respond to customer inquiries via telephone and email in a prompt and professional manner.
• Assist candidates with the application process, website navigation, score process, account registration, and the correction of personal data such as email, name and/or address changes.
• Research and explain candidate account status, process time-frames, NTS status and reprint, exam requirements, fees and exam credit in accordance with instructions in the Client Services Knowledge Database and the NASBA website.
• Be knowledgeable of CPAES exam and NASBA license related information and materials.
• Receive, sort, stamp, process, file and/or distribute incoming documents such as candidate applications, transcripts, reference letters, affidavits, etc. in accordance with instructions in the Client Services Knowledge Database and CSRC procedures.
• Record candidate inquiries by documenting inquiry and response in the candidate’s file using AS400 or Online Administration functions.
• Protect organization's values by keeping customers’ personally identifiable information (PII) confidential.
• Adhere to all documented policies and procedures.
• Attend and actively participate in all necessary training.
• Work well under pressure and consistently meet established work timelines.
• Display basic problem solving, multi-tasking and analytical skills.
• May be required to work overtime (more than 40 hours per week) as business needs dictate.
• Perform other duties as assigned by manager.

Functional Relationships: All NASBA departments, employees and boards.

Internal Customer: CPA Examination Services, National Candidate Database, NASBA Licensing and related internal staff.

External Customers: Boards of Accountancy, state societies, Prometric, academic institution staff, review course providers and potential CPA candidates and licensees.

Requirements

Skills and Professional Experience

Skills Profile

• Excellent oral communication skills, including use of proper phone etiquette and grammar.
• Excellent interpersonal skills.
• Exceptional research skills and high attention to detail.
• Extensive experience working in a team-oriented, collaborative environment.
• Cross-cultural sensitivity.

Experience/Knowledge

• Effective analytical/problem solving, multi-tasking and research skills.
• Strong listening and verbal communication skills.
• Strong customer service skills
• Experience with Microsoft Office applications with emphasis on Word and Excel.
• Good data entry and typing skills
• Punctual and dependable – must be able to arrive to work on time each day.

Education/Other

• High school diploma or equivalent required. Some college preferred.

Below is an overview of some of the benefits we offer to full-time employees.

• Medical/Dental/Vision
• Life Insurance
• Short-Term & Long-Term Disability
• Numerous Voluntary Policies
• Employee Assistance Program
• 401(k) Plan (NASBA contributes 5.7% of employee’s salary)
• Flexible work plan benefit $100 monthly allowance. Parking in One Nashville Place paid on days in the office.
• Holidays (13 days)
• Paid leave time - earned on an accrual basis.
• Vacation Leave (10 days)
• Sick Leave (12 days)
• Personal Days (3 days)
• Flex Spending Account (FSA)
• Dress for Your Day Casual Dress
• Some work from home flexibility; however, you must live in the Middle TN area and not out of state.

NASBA 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.

Final offers of employment are contingent upon successful completion of national criminal background check, national sex offender registry search and, where applicable, an education credential check, credit check, Global Watchlist and/or Government Watchlist.

Due to overwhelming interest in our organization, we are unable to accept faxed resumes or incoming calls regarding open positions. Only those matching the above job description will be contacted.

Salary : $27,500 - $0