Customer Engagement Specialist

The National Board for Certified Counselors; Greensboro (NC); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with 6% match

Profit sharing 2%

Dependent Care FSA employer contrib.

HSA employer contributions

Paid time off

Job summary

The National Board for Certified Counselors is seeking a Customer Engagement Specialist in Greensboro, NC. The role supports renewal and recertification programs, handles calls and emails, and assists with records management in a hybrid office environment.

Responsibilities include guiding customers, routing inquiries, and contributing to continuous engagement initiatives while ensuring timely resolution and quality service for certificants and credential holders.

Qualifications

• High school diploma or GED required.
• 2 years related experience required.
• Or equivalent education and experience.
• Associate degree or equivalent from 2-year college or technical school preferred.

Responsibilities

• Answers incoming telephone calls and responds to caller inquiries.
• Transfers incoming emails to appropriate team members or replies as appropriate.
• Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows up appropriately to ensure resolution.
• Provides information to appropriate staff so that issues are resolved in a timely manner.
• Supports continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs.
• Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
• Organizes and files documentation, including but not limited to mail, status option change forms, and verification of certification.
• Organizes and scans files for storage and keeps records of items stored and saved.
• Assists with mailing certificates and other departmental communications.
• Other duties as assigned.

Skills

Customer service

Phone support

Email handling

Record management

Communication

Data entry

Education

High school diploma or GED

2 years related experience

Associate degree (preferred)

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

ThoughtSpan

Zendesk

Job description

The Customer Engagement Specialist position in the Certification and Credentialing Services Department is responsible for providing effective customer service and engagement support in accordance with the National Board for Certified Counselors (NBCC) and the Center for Credentialing & Education (CCE) policies, processes, and procedures. This position is responsible for supporting continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs. The position is also responsible for providing information, working in records, and appropriately routing calls and emails as required. This position is critical and serves as the front line for renewal and recertification of certificants and credential holders.

Essential Duties and Responsibilities:

• Answers incoming telephone calls and responds to caller inquiries.
• Transfers incoming emails to appropriate team members or replies as appropriate.
• Gathers information from callers to assist in determining whether an issue exists, clarifies issues stated by callers, assists with determining the cause of any issues, assists with expediting solutions where needed, and follows up appropriately to ensure resolution.
• Provides information to appropriate staff so that issues are resolved in a timely manner.
• Supports continuous engagement programs and communications to encourage participation and enthusiasm for renewal and recertification programs.
• Identifies and documents quality of service issues or patterns and informs appropriate staff in order to help ensure effective and long-term solutions.
• Organizes and files documentation, including but not limited to mail, status option change forms, and verification of certification.
• Organizes and scans files for storage and keeps records of items stored and saved.
• Assists with mailing certificates and other departmental communications.
• Other duties as assigned.

Required Education/Experience:

• High school diploma or GED required.
• 2 years' related experience required.
• Or equivalent education and experience.

Preferred Education/Experience:

• Associate degree or equivalent from 2-year college or technical school preferred.

Equipment/Programs Used:

• Microsoft 365 programs/apps, including Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
• ThoughtSpan (or other credential holder database)
• Zendesk (or other customer service software)

Work Location:

• Primarily Hybrid with a minimum of 1 day per week in the office.

Some of our amazing benefits include:

• Medical, dental, and vision coverage
• 401(K) retirement plan with a 6% company match
• Discretionary profit sharing of 2%
• Daycare assistance - Dependent Care FSA employer contribution
• Medical health savings account - employer contributions
• Employer paid Short-Term Disability, Long-Term Disability, and Basic Term Life AD&D
• Paid time-off programs (sick, vacation, personal, floating)
• 10 observed paid holidays
• Paid winter holiday break
• Tuition reimbursement
• Employee Assistance Program
• Costco or Sam’s Club membership
• Employer paid LifeLock identity theft protection
• Calm app subscription