Job Posting Customer Service Representative

Customer Service Representative


Job Status: Regular - Full Time
FLSA Status: Non-Exempt
Reports To: Customer Service Team Lead
Amount of Travel Required: None
Positions Supervised: None

POSITION SUMMARY 

The primary responsibility is to provide NMSI Business Units with information, data and operational support related to NMSI products and services. NMSI Customer Service provides business support through a toll-free number and a ticketing system. The Customer Service Representative is responsible for providing effective customer service for all business units and external customers by using excellent, in-depth knowledge of company products and programs, as well as communicating effectively with team members within the customer service department.

Essential Functions

  • Provide timely service and support for the NMSI Business units by responding to tickets, telephone calls and personnel requests
  • Work closely with other NMSI business units as needed to resolve customer issues
  • Research and resolve business unit problems as well as track and monitor issues to ensure a timely resolution
  • Assist with writing and maintaining Customer Service support documents
  • Utilized NMSI Customer Service tools and adhere to policies and procedures
  • Record work progress on a weekly basis
  • Meet NMSI documentation standards and best practices
  • Customer/Client Focus:
    • Problem Solving/Analysis
    • Time Management
    • Communication Proficiency
    • Teamwork Orientation

Position Qualifications

  • Ability to manage multiple, concurrent business support issues and tasks
  • Proven verbal and written communication skills
  • Demonstrate strong organizational skills while working in a fast-paced environment
  • Demonstrate an analytical approach with a strong ability to uncover and resolve problems
  • Familiar with a variety of Customer Service concepts, practices and procedures of the business
  • Rely on extensive experience and judgment to plan and accomplish goals
  • Possess strong product/technology/industry knowledge
  • One to three years’ experience working within a customer service environment
  • High school diploma or equivalent
  • Experience with Microsoft Office Suite and Outlook
  • SharePoint and Skype experience a plus
  • Phone skills, user interface, customer focused
  • Ability to communicate effectively to customers when resolving issues

Skills & Abilities

  • Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion or job type
  • Interpersonal - Ability to get along well with a variety of personalities and individuals
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task
  • Relationship Building - Ability to effectively build relationships with customers and co-workers
  • Reliability - The trait of being dependable and trustworthy
  • Responsible - Ability to be held accountable or answerable for one's conduct

NMSI Core Values

  • Accountability - Delivering on commitments made to our stakeholders, transparency about progress and outcomes, and ownership of responsibility for the decisions we make.
  • Collaboration - Trust, open communication and teamwork inside and outside the organization to maximize our shared knowledge and bring greater value to our mission.
  • Equity - Access and opportunity for all students to succeed, regardless of zip code.
  • Learning - Fostering dynamic learning environments for students and teachers and using internal and external feedback to continuously improve the quality of our work.
  • Advocacy - Cultivation of strong, strategic relationships that expand our reach and influence and ensure continued positive student outcomes in the communities we serve.
Disclosures: 

National Math and Science Initiative, Inc. has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

National Math + Science Initiative (NMSI) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. NMSI complies with applicable state and local laws governing non-discrimination in employment in every location in which we have employees. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please send cover letter and resume to Cindy Wall at cwall@nms.org.