Customer Experience Specialist I, CX

National Council of State Boards of Nursing, Inc.; Chicago (IL); On-site; USD 40,000 - 45,000; Full time

Job summary

The National Council of State Boards of Nursing (NCSBN) seeks a Customer Experience Specialist I to join the Customer Experience team in Chicago, IL. You will provide business and technical support for NCSBN's programs and deliver prompt, professional assistance to customers.

Reporting to the Manager, Customer Experience, you will be the main contact, apply knowledge base resources, and contribute to initiatives such as UAT for system maintenance.

Qualifications

• Minimum of two years of related experience in customer service.
• Strong organizational, critical thinking, and analytical skills.
• Able to work in a fast-paced environment.

Responsibilities

• Serves as the initial point of contact for customer inquiries. Manages the inquiry process while meeting or exceeding department metrics and records notes.
• Escalates inquiries to appropriate parties per process if unable to resolve.
• Applies knowledge base documentation and program policies to handle customer inquiries.
• Contributes to smaller projects and team tasks such as user acceptance testing (UAT) for maintenance or releases.
• Processes visitor requests, enters visitor records, and assists with on-site visitor experiences.
• Provides feedback and helps maintain department and knowledge base documentation.

Job description

Customer Experience Specialist I, CX

010 - 759 Customer Experience Regular Full-Time Chicago, IL, US

POSITION TITLE: Customer Experience Specialist I

STATUS: Full time / Exempt

ABOUT NCSBN

The world leader in nursing regulatory knowledge, the National Council of State Boards of Nursing (NCSBN) is an independent, not-for-profit organization that empowers and supports nursing regulators. The organization protects the public and the trust in nursing through innovative regulatory solutions, insights and expertise. With its NCLEX® Examinations, Nursys® national licensure database and groundbreaking research, NCSBN attracts people who are passionate about what they do and driven by the knowledge that their work protects the public.

JOB SUMMARY

We are seeking a talented customer service professional to join our Customer Experience team. The ideal candidate will bring value to the team by utilizing their exceptional communication skills and nurse licensure, public policy or other relevant healthcare knowledge to provide customers with business and technical support for NCSBN's programs.

Reporting to the Manager, Customer Experience, the Customer Experience Specialist I will act as the main point of contact for business and technical support related to NCSBN’s programs, products, and services, ensuring prompt and professional assistance.

This role is an exciting opportunity for an individual dedicated to providing exceptional customer experience to help support an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Serves as the initial point of contact for customer inquiries. Successfully manages the inquiry process (assessing, resolving or triaging) while meeting or exceeding department metrics. Shares information with appropriate parties and records notes regarding customer interactions, transactions, comments, and complaints.
• Escalates inquiries to appropriate parties or departments per process if unable to resolve inquiries. Identifies and escalates potential issues with customers, programs, or software with urgency.
• Applies existing knowledge base documentation as well as knowledge of organizational programs, policies, and customer service best practices to handle customer inquiries.
• Uses knowledge and experience to contribute to smaller projects and team tasks such as but not limited to user acceptance testing (UAT) for program maintenance, releases or other initiatives.
• Processes visitor requests, enters visitor records in the building security registration portal. Welcomes visitors upon arrival. Communicates with building security and NCSBN staff as it relates to onsite visitors. Uses customer service skills to recommend improvements to the visitors' experience.
• Provide feedback for improving the overall customer experience. Assists with creating and maintaining department and knowledge base documentation. Provides feedback and suggests new knowledge base articles.

QUALIFICATIONS

• Minimum of two years of related experience in customer service.
• Strong organizational, critical thinking, and analytical skills.
• Able to work in a fast-paced environment.

COMPENSATION AND BENEFITS

The anticipated starting salary for this position is $40,000 - $45,000 annually. Actual compensation will be dependent on a candidate's relevant experience, skills, training, certifications/licenses, qualifications and geographical location.

The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.