Credentialing Associate – Customer Service

Responsibilities

• Supports CCI candidates and certificants by answering inbound calls and emails.
• Takes the necessary action to achieve customer satisfaction.
• Provides courteous, professional support in a manner that consistently meets or exceeds customers’ expectations.
• Processes product orders, payment information, credit card transactions, and quality control procedures.
• Updates records when changes occur and performs candidate registration entry and file maintenance within CCI’s various programs.
• Assists with the review of candidate applications for eligibility and completeness, and contacts customers when necessary to complete the application process.
• Assists with audit processes.
• Answers questions concerning all aspects of the certification/recertification process.
• Provides backup fulfillment duties.
• Coordinates data transmission between CCI and the testing agency (e.g., appointment scheduling updates).
• Initiates and maintains a consultative/collegial relationship with peers, staff, volunteers, and other business entities.
• Participates in orientation of new staff members.
• Performs other duties as assigned.

Requirements

• Minimum of two (2+) years’ working experience in a customer service-related position.
• Associate degree preferred but not required.
• Excellent written and verbal communication skills with the ability to explain technical details to non-tech savvy customers.
• Strong analytic, problem solving, and research skills to sufficiently address issues even if the solutions aren’t immediately obvious.
• Consistent availability during CCI’s high volume contact season (mid-December to February).
• Self-motivated, with prompt and responsive communication, especially within the credentialing team.
• Comfortable with both virtual and in-person work settings.