Customer Operation Specialist

POSITION OVERVIEW

The Customer Operations Management unit of the NBME is currently seeking a Customer Operations Specialist to deliver a superior customer experience and to support the operational services provided to internal and external stakeholders by handling the following: high-level routine and escalated issues, monitor queues, participate in the enhancement of services, and provide guidance and expertise to customer operations staff.

Diversity, Equity, and Inclusion Statement

At NBME ®, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community, and the broader medical education landscape.

RESPONSIBILITIES

• Participates with management in planning, development, and implementation of operations, policies, procedures, and published materials. Evaluates activities for continuous improvements and collaborates with management to enhance services and materials for customers. Participates as a cross-functional team member or subject matter expert in strategic projects as needed.
• Identifies, investigates, and resolves escalated issues. Effectively communicates resolutions to staff and customers. Monitors queues to assure team meets established service level agreement. Uses independent discretion in decision-making. Creates historic record of events to track data. Collaborates with managers to solve challenges that might affect production or service delivery to customers. Monitors and assists in the resolution of resource capacity issues.
• Provides premier customer service to our internal and external stakeholders.
• Ensures support and problem-resolution is provided for all unit operations. Remains current with established policies and practices and keeps staff and appropriate contacts informed of changes.
• Reviews, revises, and/or creates procedures for the Customer Operations Management department. Assigns tasks to team members in such a way that the more pressing tasks are completed first.
• Provides direction, instructions, and guidance to a team for the purpose of providing premier customer service to our internal and external stakeholders. Reviews and evaluates staffs' communications with customers and provides staff with individual feedback and coaching. Works with manager to design and implement a variety of workforce programs to improve productivity and efficiency.
• Ensure that members of the customer operations team adhere to company rules and work ethics. Implement, interpret, communicate, and publicize established policies and practices to staff and customers. Provide quality, prompt, accurate, and courteous customer service.
• Identify, investigate, and resolve escalated problems; consult with management as needed. Communicate resolutions to staff and customers. Provide documentation to program owners and other stakeholders when needed.
• Process routine high-level tasks/assignments. Evaluate issues, make informed decisions, address problems, and communicate results to customers. Maintain documentation per departmental procedures.
• Know team members' strengths, weaknesses, and motivations. Coordinate the team, delegate tasks and mentor junior personnel. Guide the team's vision and implement plans.
• Maintain unit's knowledge base and template responses. Review and update unit procedure documents and training materials. Review and provide suggested edits on publications for exam programs (e.g., bulletins of information).
• Track and analyze confidential staff and customer metrics to report to management according to various deliverable dates.
• Ability to acquire knowledge of company/department processes to perform training and quality assurance tasks for the department/staff. Monitor staff communications with customers and provide feedback to staff. Develop training and mentoring programs.
• Communicate staffs' needs to management to ensure that all required items are provided for to ensure successful operations. Mentor team members, identify lapses, and conduct training on the job to equip staff with knowledge of developing trends in order to build a highly skilled department.

QUALIFICATIONS

Skills and Abilities

• Excellent interpersonal communication, customer service, organizational, time management, and writing skills.
• Strong attention to detail and creative thinking.
• Problem-solving skills with the ability to make sound decisions quickly.
• Ability to use criticism as a tool for identifying shortcomings and make suitable adjustments.
• Ability to quickly understand and master the workings of new operating systems and processes.
• Ability to engage in multiple assignments concurrently and complete them error free.
• Understanding of the value to continuously improve the customer experience.
• Demonstrated ability to work collaboratively across divisions, units, functions, and levels.

• Ability to work as a subject matter expert for customer service-oriented technology such as CRM, contact center telephony systems which includes ACD and monitoring technology.
• Ability to train and coach new or existing staff on new or modified company/departmental processes.
• Ability to represent the unit in meetings to discuss technology/process enhancements, system breakdowns, etc.

Experience

• A minimum of three years of experience working in a strong customer experience and service-oriented staff environment.

Education

• Bachelor's Degree. or a combination of equivalent education and experience

About NBME:

NBME offers a versatile selection of high-quality assessments and educational services for students, professionals, educators, regulators, and institutions dedicated to the evolving needs of medical education and health care. To ensure our assessments meet the highest standards of quality, stay relevant and align to the current curriculum in medical schools and training programs, we rely on a wide network of collaborators. These include the volunteers who help develop our exam questions, the committees and panels who represent various groups within the medical education community, external researchers, and health profession organizations.

We are committed to meeting the needs of educators and learners globally with assessment products and expert services such as NBME® , , s, the ® Program and . Together with the Federation of State Medical Boards, NBME develops and manages the , which measures the ability to apply knowledge and skills that form the basis of safe and effective patient care. Our Competency-based Assessment unit is focused on new methods as well as the optimization of assessment in the workplace and education.

As a result of leadership in ongoing research, innovative measurement practices and the exploration of forward-thinking assessment modalities and improvements, NBME advances assessment science. Our grant and funding opportunities further support this dedication to medical education and assessment science. We help develop the next generation of assessment professionals through our . Through the , and , researchers and educators can continue to improve the assessment of health care professionals around the world.

NBME views diversity, equity, and inclusion (DEI) as foundational and enduring to our strategy and vision. We continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, culture, products and services, the Philadelphia community, and the broader medical education landscape. Our commitment manifests in our hiring and staff development, recruitment for committees, grants programs, design and review of our assessments, and involvement in our local and national communities.

Learn more about NBME at .

The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace.

COVID-19 Considerations:

Being fully vaccinated against COVID-19 is a condition of employment, subject to potential reasonable accommodations for legitimate medical or religious reasons which prevent such vaccination. Applicants who have received a conditional offer of employment will be requested to provide information about their COVID-19 vaccination status.

NBME is an equal opportunity employer as defined by the EEOC.