Customer Services and Resources Specialist (B2C)

Overview

The Customer Services and Resource Center of the NBME® is seeking an experienced Customer Services and Resources Specialist to serve as a primary point of contact for our B2C customers. This is not your traditional contact center role-our team focuses on delivering high-touch, tailored support for a diverse group of examinees and medical school professionals. The ideal candidate will possess strong communication and problem-solving skills and will be adept at handling a variety of inquiries that require thoughtful, customized solutions.

As a key member of the B2C Customer Solutions team, the selected candidate will ensure a seamless experience for our customers through proactive problem resolution, continuous improvement of service processes, and close collaboration with subject matter experts.

This role has been designated as primarily remote, so it generally does not require onsite work more than an average of 2-3 times per month and may require additional prescheduled onsite work. We're open to considering candidates in the following states: PA, NJ, DE, and MD.

This position requires schedule availability to work Monday- Friday 8AM-4PM or 9AM-5PM. The ideal candidate must be flexible and willing to work some OT as needed based on business needs".

Diversity, Equity, and Inclusion Statement

At NBME, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals, regardless of background, feel empowered to contribute to the mission of improving medical education and healthcare. Our diverse team is a critical part of advancing our innovative solutions, and we value the perspectives of individuals from varied experiences and disciplines. We are dedicated to ensuring that diversity, equity, and inclusion are ingrained in every aspect of our work-through our staff, culture, products, services, and in our broader medical education landscape.

Key Responsibilities

• Complex Customer Service Excellence: Provide high-level, personalized support to examinees, medical school faculty, and other stakeholders through both phone and email channels. Address inquiries and resolve issues with efficiency and accuracy, ensuring a seamless experience.
• Critical Problem Solving: Leverage a variety of internal resources-such as knowledgebase solutions, databases, and subject matter experts-to gather and assess the most relevant information in order to resolve product and service inquiries. Navigate customer issues and identify root causes to implement effective solutions.
• Tailored Communication: Craft clear, concise, and professional responses to customer inquiries, ensuring a personalized experience while utilizing email templates and knowledge articles. Adapt communication style to meet the needs of various audiences, from examinees to medical school faculty.
• Issue Escalation and Collaboration: Identify, triage, and escalate unresolved issues to subject matter experts, ensuring that complex queries are addressed quickly and accurately. Collaborate closely with internal teams to find solutions and improve processes.
• Process Improvement and Innovation: Continuously evaluate and recommend enhancements to improve the customer experience, increase operational efficiency, and optimize service delivery. Provide insights into emerging customer needs and advocate for product or service improvements.
• Documentation and Follow-Up: Document all customer interactions thoroughly, track ongoing issues, and ensure timely resolution. Follow up as needed to ensure customer and that issues are fully resolved.
• Support Operational Excellence: Contribute to the overall operational effectiveness of the customer service function by adhering to established policies, procedures, and timelines. Assist with additional operational tasks as required.

Qualifications

Skills & Abilities

• Strong Customer Focus: Ability to manage customer requests with professionalism, empathy, and proactive resolution. Experience in handling sensitive or challenging interactions is a plus.
• Advanced Communication Skills: Superior verbal and written communication skills with an ability to engage with diverse stakeholders, ensuring clarity and professionalism in all interactions.
• Critical Thinking & Problem-Solving: Ability to think critically, troubleshoot routine issues independently, and apply judgment to resolve customer concerns efficiently, while escalating more complex cases as needed.
• Organizational Excellence: Highly organized, with the ability to manage multiple priorities simultaneously without compromising quality or service standards.
• Collaborative and Independent: Ability to work both independently and as part of a team. Skilled at managing personal workload while supporting team goals.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), CRM platforms such as Salesforce, and cloud-based communication systems. A strong aptitude for quickly mastering new technologies.
• Confidentiality & Compliance: Understand the importance of confidentiality and the handling of sensitive information, adhering to all data protection and compliance standards.

Experience

• Minimum 3 years of relevant experience in customer service, program management, or a related field, with a demonstrated ability to handle multi-faceted customer interactions in a high-stakes environment.
• Previous experience in a B2C environment is highly desirable.

Education

• Bachelor's Degree or equivalent work experience in a customer support environment.

About NBME:

NBME offers a versatile selection of high-quality assessments and educational services for students, professionals, educators, regulators and institutions dedicated to the evolving needs of medical education and health care. To ensure our assessments meet the highest standards of quality, stay relevant and align to the current curriculum in medical schools and training programs, we rely on a wide network of collaborators. These include the volunteers who help develop our exam questions, the committees and panels who represent various groups within the medical education community, external researchers and health profession organizations.

We are committed to meeting the needs of educators and learners globally with assessment products and expert services such as NBME® Subject Examinations, Customized Assessment Services, Self-Assessments, the International Foundations of Medicine® Program and Item Writing Workshops. Together with the Federation of State Medical Boards, NBME develops and manages the United States Medical Licensing Examination®, which measures the ability to apply knowledge and skills that form the basis of safe and effective patient care. Our Competency-based Assessment unit is focused on new methods as well as the optimization of assessment in the workplace and education.

As a result of leadership in ongoing research, innovative measurement practices and the exploration of forward-thinking assessment modalities and improvements, NBME advances assessment science. Our grant and funding opportunities further support this dedication to medical education and assessment science. We help develop the next generation of assessment professionals through our Summer Psychometric Internship Program. Through the Stemmler Fund, Strategic Educators Enhancement Fund and Latin America Grants Program, researchers and educators can continue to improve the assessment of health care professionals around the world.

NBME views diversity, equity and inclusion (DEI) as foundational and enduring to our strategy and vision. We continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, culture, products and services, the Philadelphia community and the broader medical education landscape. Our commitment manifests in our hiring and staff development, recruitment for committees, grants programs, design and review of our assessments, and involvement in our local and national communities.

Learn more about NBME at NBME.org.

Compensation we are offering for this position is at $48,288 - $68,000/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review.

The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace.

NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

#LI-Hybrid #Associate

Salary : $48,288 - $68,000