Customer Service Specialist - Full-time

Customer Service Specialist Job Description

Reports To: Customer Service Supervisor

Summary: Come join a fun and rapidly growing company! The Behavior Analyst Certification Board (BACB) is a non-profit credentialing organization located in Littleton, CO. We currently seeking a Customer Service Specialist to provide support for our current and prospective certificants. The Customer Service Specialist will be responsible for a variety of tasks including, but not limited to, answering high volume phone calls and emails, processing applications, reviewing documents, and other assigned tasks. 

Essential Duties and Responsibilities:

• Provides customer support via phone and email on issues related to achieving and maintaining certification. 
• Provides accurate, valid, and complete information to customers.
• Handles issues, provides appropriate solutions and alternatives within the time limits and follows up to ensure resolution.
• Reviews, processes, and verifies applications and documents provided by customers.
• Maintains accurate documentation of customer interactions and document processing.
• Assists in completing general office tasks. 
• Completes other duties as may be assigned

Essential Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer service -- actively listens and has the ability to adapt/respond to different customers, situations, and issues; able to handle a high volume of phone calls and emails.
• Problem solving -- gathers information to accurately identify and resolve problems in a timely manner.
• Oral and written communication --clearly communicates with a variety to people through oral and written communication. 
• Detail oriented -- carefully reviews written communication, documents, and information to ensure accuracy and clarity. 
• Multi-tasking - ability to multi-task, prioritize and manage time effectively.
• Adaptability -- able to adapt to changes in the work environment.
• Initiative and follow through -- actively seeks opportunities for development and follows through on commitments in a timely manner.
• Teamwork and organizational support -- supports team members and organization to accomplish mission and goals; proactively promotes success of the team; gives and welcomes feedback.

Minimum Qualifications

• Education/Experience - Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Computer Skills - Knowledge of Microsoft Office, including Microsoft Office and Microsoft Excel, and Adobe software. Knowledge of Netsuite CRM is preferred but not required.
• Math Ability - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• The noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee must occasionally lift and/or move up to 10 pounds. 
• The employee must have close vision abilities.
• The employee is frequently required to use fine motor skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.