Customer Experience Specialist I

POSITION TITLE: Customer Experience Specialist I STATUS: Full time / Exempt LOCATION: Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote) ABOUT NCSBN The world leader in nursing regulatory knowledge, the National Council of State Boards of Nursing (NCSBN) is an independent, not-for-profit organization that empowers and supports nursing regulators. The organization protects the public and the trust in nursing through innovative regulatory solutions, insights and expertise. With its NCLEX® Examinations, Nursys® national licensure database and groundbreaking research, NCSBN attracts people who are passionate about what they do and driven by the knowledge that their work protects the public. JOB SUMMARY We are seeking a talented customer service professional to join our Customer Experience team. T he 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 Manager, Customer Experience, the Customer Experience Specialist I will act as the main point of contact for business and technical support related to NCSBN’s programs, products, and services, ensuring prompt and professional assistance. 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 Serves as the initial point of contact for customer inquiries. Successfully manages the inquiry process (assessing, resolving or triaging) while meeting or exceeding department metrics. Shares information with appropriate parties and records notes regarding customer interactions, transactions, comments, and complaints. Escalates inquiries to appropriate parties or departments per process if unable to resolve inquiries. Identifies and escalates potential issues with customers, programs, or software with urgency. Applies existing knowledge base documentation as well as knowledge of organizational programs, policies, and customer service best practices to handle customer inquiries. Uses knowledge and experience to contribute to smaller projects and team tasks such as but not limited to user acceptance testing (UAT) for program maintenance, releases or other initiatives. Processes visitor requests, enters visitor records in the building security registration portal. Welcomes visitors upon arrival. Communicates with building security and NCSBN staff as it relates to onsite visitors. Uses customer service skills to recommend improvements to the visitors’ experience. Provide feedback for improving the overall customer experience. Assists with creating and maintaining department and knowledge base documentation. Provides feedback and suggests new knowledge base articles. QUALIFICATIONS Associate’s degree required. Minimum of two years of related experience in customer service. Strong organizational, critical thinking, and analytical skills. Strong customer service skills. Able to work in a fast-paced environment. COMPENSATION AND BENEFITS The anticipated starting salary for this position is $43,000 - $48,000 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.