Customer Services and Resources Specialist

POSITION OVERVIEW

The Customer Services and Resource Center of the NBME® is currently seeking a Customer Services and Resources Specialist to act as a primary point of contact with B2C customers by providing first level product and service information and issue resolution. The selected candidate will be responsible for answering questions and inquiries, by phone and email, to resolve issues from receipt of request through final resolution.

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 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 questions and concerns from examinees and medical school faculty via email and phone.
• Obtains and evaluates all relevant information to handle product and service inquiries using internal resources (e.g., database, knowledgebase solutions, etc.) to answer questions.
• Uses appropriate email templates and knowledge articles to develop customized responses to customer inquiries via email.
• Identifies the escalation path and triages requests to the appropriate subject matter expert for requests they are unable to resolve.
• Collaborates with subject matter experts to resolve product and service issues by determining the cause of the problem and explaining solutions.
• Documents customer interactions, details of inquiries or complaints, and actions taken. Monitors and tracks open issues to ensure a timely resolution.
• Performs effective follow up to ensure customer receives resolution.
• 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 identified customer needs.

QUALIFICATIONS

Skills and Abilities

• Strong customer focus. Ability to effectively assess and resolve customer requests by phone and written communication.
• Excellent verbal and written communication skills
• Strong attention to detail and accuracy.
• Ability to manage several different responsibilities at the same time without loss of productivity or quality.
• Excellent organizational and time management skills.
• Strong problem-solving, critical thinking, and data gathering skills

• Excellent interpersonal skills. Adept and resourceful working independently and in a team environment.
• Strong work ethic - reliable and accountable.
• Ability to handle confidential information appropriately.
• Proficient technical skills and abilities. Experience with Microsoft Office (Excel, Word, and PowerPoint).

• Experience with Salesforce or other Customer Relationship Management (CRM) system, and cloud-based telephone solutions. Ability to adapt quickly and learn new technology and software applications.

Experience

• Demonstrated track record in customer service or program management support.
• Three or more years of relevant experience is required.

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