What are the responsibilities and job description for the Customer Services and Resources Specialist I (B2B) position at NBME?
Position Overview
The Customer Services and Resource Center of NBME® is currently seeking a highly skilled Customer Services Specialist to act as the primary point of contact for our B2B customers in the medical education and assessment sector. This role involves providing comprehensive product and program support, as well as technical troubleshooting, to medical school faculty, administrators, and examinees.
Diversity, Equity, and Inclusion Statement
At NBME, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community, and the broader medical education landscape.
Responsibilities
Skills and Abilities
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 - $69,000/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.
#Associate
The Customer Services and Resource Center of NBME® is currently seeking a highly skilled Customer Services Specialist to act as the primary point of contact for our B2B customers in the medical education and assessment sector. This role involves providing comprehensive product and program support, as well as technical troubleshooting, to medical school faculty, administrators, and examinees.
Diversity, Equity, and Inclusion Statement
At NBME, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community, and the broader medical education landscape.
Responsibilities
- Provides effective customer service by responding competently and completely to a wide range of test administration questions and concerns from medical school faculty, administrators, and examinees via email and phone.
- Develop and write clear, concise customer communications and support documentation.
- Collaborates with IT, test vendors, and subject matter experts to troubleshoot and resolve product and service issues.
- Identifies, investigates, and resolves registration, ordering, scheduling, and other pre-administration issues and inquiries.
- Provides time sensitive test-day phone support and initial troubleshooting of technical and non-technical problems that occur during testing.
- Investigates and resolves post-test day inquiries and reviews test day Incident Reports to identify issues that require follow-up.
- Documents customer interactions, details of inquiries, and actions taken.
- Monitors and tracks open issues to ensure timely resolution and performs effective follow-up to ensure customers receive resolutions.
- Performs business functions that support operational services according to established policies, procedures, and timelines.
- Provides feedback to improve the efficiency of the customer service process and recommends potential product or service improvements based on customer needs.
Skills and Abilities
- Strong problem-solving skills to gather and analyze data for troubleshooting and resolving customer issues.
- Maintain a strong customer focus and attention to detail and accuracy in all interactions.
- Demonstrate exceptional writing skills to clearly and concisely communicate with customers.
- Dedicated work ethic - reliable and accountable with excellent organizational and time management skills.
- Possess proficient technical skills, with experience using CRM software (e.g., Salesforce), service management tools (e.g., JIRA, ServiceNow), and Microsoft Office.
- Demonstrated ability to quickly learn and adapt to new technologies, products, procedures, and software applications to support evolving customer needs.
- Excellent interpersonal skills. Adept and resourceful working independently and in a team environment.
- Ability to handle confidential information appropriately.
- Demonstrated track record in product or program management support.
- Two or more years of relevant experience is required.
- 8:00 AM - 4:00 PM, Monday- Friday.
- The ideal candidate must be flexible and willing to work some OT as needed based on business need.
- Bachelor's Degree or equivalent work experience in a customer support environment.
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 - $69,000/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.
#Associate
Salary : $48,288 - $69,000
