Customer Services and Resources Specialist I (B2B)

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

• 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.

QUALIFICATIONS

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.

Experience

• Demonstrated track record in product or program management support.
• Two or more years of relevant experience is required.

Work Schedule

• 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.

Education

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

About NBME:

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