What are the responsibilities and job description for the Customer Service - Examinee Relations Coordinator position at National Board of Chiropractic Examiners?

Job Type

Full-time

Description

Examinee Relations Coordinator

Job Type

Full-time

Greeley, CO

Description

Who are we?

The National Board of Chiropractic Examiners (NBCE) is the international testing agency for the chiropractic profession. The NBCE develops, administers, and scores standardized exams that assess knowledge, higher-level cognitive abilities, and problem-solving in various basic science and clinical science subjects.

What do we do?

NBCE exams offer assurance to the general public that a chiropractor, regardless of what school they attended or where they were licensed, has demonstrated a baseline of knowledge as well as ability in diagnosis, diagnostic imaging, principles of chiropractic, associated clinical sciences, and chiropractic practice. Candidates typically take NBCE exams before graduating from chiropractic college. Exam scores are made available to licensing authorities within and outside the United States. In the U.S., all 50 states either accept or require candidates to pass Parts I, II, III, and IV for licensure.

ROLE SUMMARY

The Examinee Relations Coordinator is responsible for ensuring best practices in customer service and communications with examinees through telephone communication, Live Chat, and email, The Examinee Relations Coordinator is responsible for all aspects of processing applications for the National Board examinations, including the acceptance of applications and photos, preparation of exam materials, verification processes, and score reporting processes. This individual is responsible for reporting examinee and process issues to the Examinee Relations Specialist to ensure continued best practices and productivity to meet the NBCE and department key objectives and deadlines.

ESSENTIAL DUTIES :

1. Act as Live Chat agent :

Provide excellent customer care that fosters good relationships with examinees.
Supply accurate, complete, and timely responses to user questions following the One Client - One Agent - One Solution model.
Provide website links to guide users to additional information.
Solicit information and specific input from staff, website and examinee records to use in responses.

2. Administer financial transactions in Learning Builder (LB)

Process refunds and manual payments.

Record financial transactions into LB.

Supply reports on financial transactions (i.e., refunds, manual payments) to the Finance Department.

Process applications for state and specialty exams administered by NBCE.

3. As assigned, serve as first point of contact for NBCE guests in person and on the phone.

Assist with front desk telephone coverage as needed :

Answer, screen, and transfer other incoming phone calls while providing basic information when needed.

Maintain security by following visitor sign-in procedures and issuing visitor badges.

Welcome authorized visitors to the building and contact staff members who can escort them to the appropriate department.

Close the building at the end of the day, after performing basic security checks.

4. Interface with other NBCE staff through written or verbal means concerning exam administration issues.

5. Participate in the development and implementation of department key objectives.

6. Model the best practices in customer service and communications via telephone, email, live Chat, often managing multiple inboxes.

7. Assist with the timely processing of transcript and certificate requests.

8. Maintain the accuracy of software with examinee name and address updates, applications, and posting of scores.

9. Inform Examinee Relations Specialist of software issues and recommend improvements for rebuilding and upgrading the software for enhanced productivity and ease of access for end users.

Requirements

REQUIRED QUALIFICATIONS

Education & Experience

High school diploma or equivalent or commensurate experience.

1-2 years of customer service and support experience in a professional office environment such as a business office, medical facility, educational institution, or similar office environment.

Experience with handling a high-call volume and other first contact communication methods like chat and email.

Experience in working with a computerized system for managing customer information.

General knowledge of office procedures, advanced typing skills, and proficiency in Microsoft Office software like Word, Outlook, and Excel.

Knowledge, Skills, & Abilities

Demonstrated ability to project and promote a positive, productive, and professional image of NBCE when assisting customers, including but not limited to, examinees, college personnel, state boards, and / or practitioners.

Excellent customer service and verbal and written communication skills; demonstrated ability to communicate with tact, empathy, professionalism, compassion, and confidence; and to tailor message based on the situation and audience.

Demonstrate good judgement, a positive outlook, professionalism, reliability, and dependability.

Ability to multi-task and work within a fast-paced environment; able to utilize and switch between multiple computer programs.

Valid Colorado driver's license and acceptable driving record, in accordance with company guidelines.

Legally authorized to work in the United States for any employer.

Any offer of employment is contingent upon the candidate's satisfactory completion of the NBCE's pre-employment, post-offer screening process, including a background check (criminal history), motor vehicle record check, and drug screen.

The NBCE is an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex including pregnancy, sexual orientation, or gender identity, military / veteran status, disability, genetic information, or other characteristics protected by applicable law.

COMPENSATION

Hiring Range : $17.87 - $21.44 per hour based on qualifications and experience, which equates to $37,169 - $44,595 per year (based on 2,040 hours).

BENEFITS (waiting periods may apply) :

Medical, Dental, & Vision Insurance

Telemedicine

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Life & Accidental Death & Dismemberment Insurance

Short & Long-Term Disability

Paid Family & Medical Leave (PFML)

Vacation, Sick & Holidays

Volunteer Time Off

Wellness Program

401(k) Retirement Plan

Work Location : In Person

APPLICATION WINDOW

Application Deadline : December 4, 2024

This application window is a good faith estimate of the time this posting will remain open. This application deadline will be updated if it is extended.

Salary : $37,169 - $44,595

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