Customer Services and Resources Specialist

POSITION OVERVIEW

The Client Service & Resource Specialist I is responsible for providing premier customer service for a wide range of activities that support test administrations and related services for Customer Operations Management in support of the Medical School Program.

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. 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 healthcare 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:

• Investigates and resolves test administration problems reported by customers (Medical School contacts, test-center staff, and test delivery vendors).
• Reviews test day Incident Reports (IRs) to identify and resolve problems reported. Serves as liaison with test delivery vendor for test day issues reported.
• Provides test-day customer support, and initial troubleshooting, and engages in crisis management of incidents that occur during testing.
• Identifies, investigates, and resolves registration, ordering, and scheduling issues.
• Investigates and documents all reported security breaches.
• Assists with the set-up of new Medical School test centers to deliver web-based examinations.
• Trains customers on software used to order and administer web-based examinations.
• Prepares reports and best practice
• Participates as a cross-functional team member /subject matter expert in strategic projects

QUALIFICATIONS

Skills and Abilities

• Excellent problem-solving, analytical, and interpersonal skills (oral and written).
• Strong Microsoft software skills (Excel, Word, and PowerPoint).
• Experience with internet applications.
• Excellent technical skills and capabilities
• Strong multi-tasking, organizational, and prioritizing skills.
• Experience working within a highly collaborative environment.
• Outstanding verbal and written communication skills.
• Strong attention to detail and accuracy.
• Demonstrated problem-solving, critical thinking, and collaborative skills.
• A good understanding of data management.
• Experience with Salesforce desired but not required.

Experience

• Demonstrated track record of superior customer service and program management support.
• Three (3) years of relevant experience is required.

Education

• Bachelor's Degree

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 assessme