Customer Services and Resources Specialist I

POSITION OVERVIEW

We are seeking a B2BSpecialist to join our dynamic customer support team. The ideal candidate will have a proven track record in client relationship management, preferably within a B2B environment. This role requires excellent communication skills, technical savvy, the ability to manage multiple clients effectively, strong problem-solving abilities, and a commitment to continuous improvement in service delivery.

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

• Provide customer and operational support for clients, programs directors, proctors, and examinees using various exam delivery platforms to administer high and low-stake assessments.
• Maintain strong client relationships by addressing inquiries promptly and professionally.
• Collaborate cross-functionally with internal teams to investigate and resolve issues and deliver support solutions.
• Complete test administration tasks and deliverables within designated timelines to ensure seamless operations.
• Develop and refine best practices, support guidelines, knowledge base articles, and email templates to support test administration activities. Write clear, concise customer communications.

• Identify, investigate, and resolve registration, scheduling, and other pre-administration issues and inquiries.

• Provide time sensitive test-day phone support and initial troubleshooting of technical and non-technical problems that occur during testing.
• Document customer interactions in CRM, including details of inquiries and actions taken. Monitor, track, and follow up on open issues to ensure timely resolution.

• Review, investigate, and post incident reports for client review, and prepare test administration report for distribution to internal stakeholders.

• Performs business functions that support operational services according to established policies, procedures, and timelines. Actively participate in cross functional team meetings.

• Provides feedback to improve the efficiency of the customer service process and recommends potential 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 strong 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.

Experience

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

Work Schedule

• 9:00 AM - 5:00 PM, Monday- Friday.
• The ideal candidate must be flexible and willing to work some OT as needed based on business need.

Ed