Renewal & 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 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.