ERC Specialist - Customer Service Representative

IICRC; Las Vegas (NV); On-site; USD 25,000 - 29,000; Full time

Job summary

IICRC in Las Vegas, NV seeks an ERC Specialist to accurately process information into company software, maintain the certification database, and support the Certified Firm program while delivering excellent customer service to registrants and the public.

You will handle incoming calls, process technician renewals, verify credits, and manage payments, with attention to data accuracy and ability to work in a team environment.

Qualifications

• High school diploma or equivalent.
• Prefer 3–5 years in customer service.
• Prefer 3–5 years data entry or processing.
• Ability to type 35 wpm+ with accuracy.
• Strong attention to detail and teamwork.

Responsibilities

• Answer incoming calls and resolve questions.
• Process invoices and late notices.
• Verify CE credits and required materials.
• Score exams and mail updated certificates.
• Handle payments accurately and securely.
• Maintain customer accounts across multiple software programs.
• Enter detailed notes on customer accounts.
• Provide outstanding customer service.
• Attend to high stress situations with composure.
• Attend to other duties and projects as assigned.

Skills

Customer service

Data entry

Typing 35 wpm

Attention to detail

Communication skills

Education

High school diploma or equivalent

Job description

IICRC is a non-profit, certification and Standards Developing Organization (SDO) for the inspection, cleaning and restoration industries. In partnership with regional and international trade associates, the IICRC serves more than 25 countries with offices in the United States, Canada, Australia, New Zealand and Japan.

The Mission of the IICRC is to establish and advance globally recognized standards and certifications for the inspection, cleaning, restoration and installation industries. The organization serves as an independent, certification body, that sets and promotes high standards and ethics, and advances communication and technical proficiency within these industries.

Job Purpose

ERC Specialist will accurately process information into company specific software to build and maintain a working company database. Help facilitate the growth and development of the IICRC Certified Firm program, while maintaining the daily departmental tasks. Always provide outstanding customer service to our registrants and the public.

General Summary

Responsible for answering incoming calls, resolving customer questions, accurate and timely processing of technician renewals, entering data into and retrieving data from computer software and physical files.

Responsible for accurately scoring assessments and entering large amounts of alphanumeric information into company specific software, while maintaining company database.

Essential Job Functions

• Follow outlined procedure to ensure all steps are completed.
• Create and send invoices and late notices.
• Verify and update Continuing Education Credits if applicable.
• Verify receipt and thoroughness of required material.
• Score exams using Scantron and/or manually
• Mail updated certificates.
• Answering incoming calls.
• Outbound calls to customers to resolve payment issues.
• Follow up and return voicemails in a timely manner.
• Provide excellent customer service.
• Process documents manually with accuracy.
• Create and maintain customer account n multiple software programs.
• Enter and maintain detailed notes on customer accounts as necessary.
• Process all forms of payment with accuracy and integrity.
• Review and identify inaccuracies, and use problem solving skills to investigate the situation.
• Provide insight into possible process and procedure improvements.
• Manage confidential information.
• Regular and consistent attendance.
• Other duties and special projects as assigned.

Qualifications

• High school diploma or equivalent
• Preferred three-five years of customer service experience
• Preferred three-five years of demonstrated data entry or computer processing experience
• Ability to type 35 wpm or greater with accuracy
• Strong attention to detail
• Can perform repetitive work and stay focused on the task
• Basic computer skills
• Excellent verbal and written communication skills
• Able to quickly learn new concepts
• Prefers to work in a close team setting
• Adaptable to change
• Performs well in high stress situations

The organization has a pre-employment process that includes background and reference checks, typing and performance assessments.

Salary: $18.00 - $21.00 per hour