NCQA is hiring a Customer Support Specialist I! The specialist provides highly responsive quality service to internal and external customers. Log and categorize each customer interaction in the CRM system. Provide technical support to end-users to navigate multiple online applications and products. Trouble-shoot, triage and problem solve technical issues for customers. Provides detailed information about NCQA, its products and services. Develops appropriate interfaces with other functions to ensure that our customers are provided with accurate, comprehensive information and prompt responses. Supports Publications fulfillment, Information Products, Marketing and Customer Resource Management as needed to ensure business goals are met. Provides Systems Support for Education, Recognition, Accreditation and other internal customers in facilitation of online/onsite events and courses. Works closely with the Accounting and Finance units to ensure accuracy in fulfilling vendor/customer document requests, posting of financial transactions, direct processing of orders and registrations, as well as initiating refunds.
Responsibilities:
- Engage and successfully complete initial and ongoing training on NCQA program content, multiple system proficiency, case management and NCQA product and education services with measurable benchmarks at 30, 60 and 90 days.
- Inform and educate NCQA customers via VOIP phone system (Five9) and Salesforce (Customer Relationship Management system (CRM)) by accurately identifying customer needs and providing extensive/detailed information about NCQA products, programs and other issues in a clear and concise manner.
- Achieve proficiency by readily identifying areas of inquiry, level of difficulty and prompt triage of complex issues to the next level, as appropriate.
- Document customer phone, web, internal and email interactions in the CRM system.
- Develop personalized strategy for maintaining knowledge base of NCQA activities, products and program changes, FAQ’s and related inquiries.
- Navigate customers through online applications, such as Interactive Review Tool (IRT), Download Center, Q-PASS (Quality Performance Assessment Support System), Matrix, SWOOGO, Map your Show, Magento, My.NCQA.ORG.
- Direct/navigate callers to NCQA informational resources, such as NCQA web site; The NCQA Store, Event Registration, Product and Policy FAQ’s etc.
- Trouble-shoot basic technical issues, direct customers on system capabilities, triage complex technical issues to the IT Help Desk (HDR ticket) and Gemini System as appropriate.
- Provide guidance on user administration to internal (Accreditation and Recognition Reps) and external end users.
- Identify and report on error messages and system issues.
- Act as primary contact/lead as relates to direct and indirect eCommerce payments for publication/product orders, QC, HUG, and Education/Events orders submitted as follows:
- Bank Lockbox
- Electronic Deposits (Wires/ACH)
- EzPay orders
- Credit Cards
As lead on Daily Deposits, recommends improvement to current processes. identify new/existing issues, evaluate efficiencies, suggest resolutions for process optimization and document process changes.- Responsible for individual job functions that may include, but are not limited to: Accounts Receivable, Interactive Review Tool fulfillment; Complaints; Refunds and Credits; external initiatives; Conference and Publications email boxes; creation and analysis of fulfillment reports, etc. Perform other duties, as assigned.
- Ensure that the information being utilized is up to date and manage reference/resource documents for internal distribution. Gain proficiency in using all available resources.
- Monitor, track and report volume and types of calls, complaints, and information requests. Recommends improvement to current process.
- Adhere to established unit policies and procedures, provide general administrative support to unit and organization colleagues, display initiative in self -directed study to maintain competency and skill set level.
- Provide general administrative support, including correspondence, document management, filing, faxing.
- Complete Customer Support Learning Journey as required for CSS I level.
Requirements:
- Bachelor's degree or equivalent experience and education.
- 1+ years customer service related experience.
- Knowledge of communicating complex ideas and product information to the public.
- Demonstrated technical and problem-solving achievements.
- Inbound call center, ACD or VoIP experience.
- Strong customer service orientation; logging calls, detail oriented and working CRM cases.
- Excellent verbal and written communication skills and active listening skills.
- Strong interpersonal skills/diplomacy, and problem solving.
Compensation & Benefits:
- For new hires, this position pays in the range of $62K - $65K per year, depending on experience.
- This position is eligible for an annual incentive bonus, payable in accordance with policy.
- Click here for employee benefit information.
NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace.We are an Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesNCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.35(c).
