Customer Experience Specialist II

POSITION TITLE:               Customer Experience Specialist II

STATUS:                             Full time / Exempt

LOCATION:                         Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote)

About Ncsbn

The National Council States Boards of Nursing (NCSBN) is an independent, not-for-profit organization through which nursing regulatory bodies act and counsel together on matters of common interest and concern affecting public health, safety and welfare, including the development of nursing licensure examinations. Our mission empowers and supports nursing regulators in their mandate to protect 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 Senior Manager, Customer Experience, the Customer Experience Specialist II will act as a customer service representative and will have the chance to connect with a diverse group of customers (e.g., internal staff, NCSBN membership, nursing regulators, nurses, etc.). 

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

• Resolves complex and common customer inquiries utilizing knowledge of organizational technology, policies, and processes. Manages and documents the inquiry process, escalates issues as needed, identifies recurring problems, and shares information with relevant parties.  
• Triages complex issues such as payments, candidate appeals, hardware/software troubleshooting and issues requiring advanced program knowledge and problem- solving skills. Able to record notes pertaining to investigations and the next steps.
• Supports the operational integrity of NCSBN products and services through inquiry/ticket review and resolution utilizing program knowledge and analytical skills. Raises recurring concerns and recommends solutions to operations leadership for consideration of process or document changes. Recognizes and communicates risks through process analysis, policy improvement, and incident resolution.
• Evaluates, maintains and updates end-user FAQs, website content, scripts, standard operating procedures, knowledge base articles and other support documentation using writing, proofing and editing skills.
• Upholds program security through process analysis, policy improvement and incident resolution.
• Uses knowledge and experience to contribute to requirements and user acceptance testing, and communication plan for program maintenance, releases, and other initiatives.

Qualifications

• Associate’s degree required. 
• Minimum of three years of related experience. 
• Strong organizational, critical thinking and analytical skills.
• Strong customer service skills with knowledge of customer service software.
• Strong communication skills.
• Attention to detail; adaptability and flexibility in a fast-paced environment.
• Computer Skills: Microsoft Office suite (Outlook, Word, Excel, PowerPoint); Customer Support Applications; Understanding of databases; Web and HTML; Reporting experience preferred.

Compensation And Benefits

The anticipated starting salary for this position is $46,000 – $52,000 annually. Actual compensation will be dependent on a candidate’s relevant experience, skills, training, certifications/licenses, qualifications and geographical location. 

NCSBN offers eligible employees a competitive benefits package that provides our team members with plan options to meet their individual needs. Review benefit details here: https://www.ncsbn.org/about/governance-and-staff/careers/ncsbn-benefits.page

To Be Considered

Interested candidates are encouraged to submit their resume as soon as possible. 

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.