Remote Customer Experience Specialist

The National Board for Certified Counselors; Greensboro (NC); Remote; USD 36,000 - 48,000; Full time

Job summary

The National Board for Certified Counselors is seeking a Customer Service Representative to be the primary contact for inquiries, providing timely, accurate support across phone and email channels from a remote setting.

You will collect information, triage issues, transfer to specialists, document outcomes, and respond to follow-ups while maintaining high-quality service and clear written English. A quiet home workspace and reliable internet are required.

Qualifications

• Excellent communication skills and proper written skills in English.
• Two years of related experience and/or training required.
• Quiet remote workspace with a working internet connection.

Responsibilities

• Responds to inbound telephone calls from applicant/credential holder inquiries providing accurate and timely support.
• Gathers information from applicant/credential holders to determine whether an issue exists and clarifies issues.
• Transfers calls to appropriate team members with summary of the issue.
• Closes calls by summarizing actions taken and confirming follow-up needed for resolution.
• Responds to emails or transfers to appropriate team member as necessary.
• Identifies and documents quality of service issues and informs the appropriate team member.
• Composes email responses to support inquiries from the website.
• Listens and follows up on voicemails left from customers in a timely manner.
• Works effectively with a team in answering questions and completing tasks.
• Communicates through internal messaging with all company members.
• Performs other duties as assigned.

Skills

Customer service

Communication

Written English

Phone support

Education

High school diploma or GED

Associate degree

Job description

The National Board for Certified Counselors is seeking a Customer Service Representative to be the primary contact for inquiries, providing timely, accurate support across phone and email channels from a remote setting.

You will collect information, triage issues, transfer to specialists, document outcomes, and respond to follow-ups while maintaining high-quality service and clear written English. A quiet home workspace and reliable internet are required.