Temporary CPE Audit Service CSA

NASBA; Nashville (TN); On-site; USD 25,000 - 30,000; Part time

Job summary

NASBA seeks a CPE Audit Service Customer Service Associate to act as the primary contact for CPA users, handling inquiries via phone and email within the Compliance Services department. The role requires a Bachelor’s degree and prior help desk or software support experience to resolve issues efficiently.

Reporting to the Senior Manager, CPE Services, you will develop subject matter expertise, deliver courteous communications, and coordinate with Account Managers on complex problems.

Qualifications

• Direct customer service experience, preferably in a help desk or software context.
• Strong listening and communication skills, both verbal and written.
• Detail-oriented with the ability to prioritize under pressure.

Responsibilities

• Serve as the first point of contact for CPA users via phone and email.
• Build rapport and resolve issues efficiently and professionally.
• Provide training and troubleshoot issues within the CPE Audit Service application.
• Escalate technical issues to Account Managers and Senior Manager as appropriate.
• Collaborate with teams across Compliance Services to ensure user satisfaction.

Skills

Customer service

Active listening

Interpersonal skills

Written communication

Prioritization

Teamwork

CRM experience

Education

Bachelor’s degree

Tools

Salesforce CRM

Job description

Description

Job Name: CPE Audit Service Customer Service Associate (CSA)

Department: Compliance Services

Job Reports to Caleb Raymer, Senior Manager/CPE Services

Job Classification: Hourly Non-exempt (Tue/Wed/Thu)

Responsibilities

NASBA CPE Audit Service is one platform offered within the Compliance Services Department. The platform is used by Boards of Accountancy for managing the audits of licensees’ compliance with their continuing professional education (CPE) rules. The CPE Audit Service Customer Service Associate (CSA), under the direction of the NASBA Senior Manager, CPE Services will serve as the primary contact to CPE Audit Service Certified Public Accountant (CPA) users of the application, using both phone and e‑mail communications. The CSA will:

• Serve as first point of contact for CPA users of the CPE Audit Service when questions or issues arise via e‑mail and telephone.
• Develop good rapport with all CPA users to resolve their issues.
• Provide efficient, accurate, professional and courteous responses to all CPA users both verbally and in writing.
• Become a subject matter expert in the CPE Audit Service application in order to provide training, answer questions and troubleshoot issues.
• Escalate technical issues identified with the application to the Account Managers and Senior Manager, as appropriate.

Supervisory Responsibilities

None

Internal Relationships

This position interacts closely with other CPE Audit Service Account Managers, the ALD Manager, the ALL Manager, staff of the National Registry of CPE Sponsors, as well as administrative and CSA staff from other departments that receive CPE Audit Service inquiries in error.

External Relationships

This position interacts primarily with the Certified Public Accountant (CPA) users of the CPE Audit Service.

Requirements

Skills and Professional Experience:

• Experience working in direct customer service, help desk work with a software application preferred
• Professional listening, interpersonal and oral communication skills
• Logical and efficient approach to tasks with keen attention to detail
• Ability to write courteously and professionally, while being concise and clear
• Ability to effectively prioritize and execute tasks while under pressure
• Experience working in a team-oriented, collaborative environment
• Bachelor’s degree
• Experience working with a CRM platform, like SalesForce, preferred