National Safety Council

Customer Support

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service)
• Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards
• Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores
• Forecast demand and partner with workforce management to ensure optimal staffing across channels
• Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction
• Champion a customer-first culture focused on empathy, responsiveness, and resolution
• Design and implement programs to achieve world-class service benchmarks
• Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives
• Serve as the primary Five9 subject matter expert (SME) for the contact center
• Maintain Five9 functionality including IVR design and optimization, call routing strategies, campaign management, agent desktop configuration, and digital channel integrations
• Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends
• Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime
• Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing)
• Lead system enhancements, testing, and releases in partnership with IT and business stakeholders
• Train and mentor supervisors and agents on Five9 tools and best practices
• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization
• Implement process improvements to enhance productivity, quality, and customer outcomes
• Support quality assurance programs, including calibration and performance feedback loops
• Develop and maintain SOPs, knowledge base content, and training materials
• Lead or participate in cross-functional projects and initiatives

Customer Service Manager

Instructor

• Conduct virtual car seat checks
• Facilitate and instruct child passenger safety education
• Engage participants and monitor the effectiveness of education sessions
• Manage virtual and in-person training sessions

Hourly Instructor, Roadway Safety – Underserved Communities

Customer Success Manager

• Serve as the primary point of contact for assigned members, building trusted, long-term relationships
• Maintain regular, proactive outreach to understand member goals, needs, and challenges
• Act as a member advocate internally, ensuring feedback and insights are shared and addressed.
• Develop and execute tailored engagement plans to increase member participation and satisfaction
• Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events
• Identify opportunities to strengthen member connection and maximize value
• Support onboarding processes to ensure new members successfully integrate and engage
• Monitor member engagement levels, identifying risks and addressing concerns early
• Support renewal readiness by reinforcing value and addressing barriers to continued participation
• Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services
• Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas
• Address member questions and concerns in a timely, solutions-oriented manner

Member Success Manager

• Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously.
• Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently.
• Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms.
• Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations.
• Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues.
• Promote self-service tools and digital resources to enhance customer experience.
• Accurately enter, update, and access customer information across multiple business systems and learning management systems.
• Document all customer interactions clearly, concisely, and in alignment with internal quality standards.
• Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements.
• Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests.
• Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs.
• Identify and escalate recurring or widespread customer concerns to management for timely resolution.
• Collaborate to create, revise, and maintain team resource materials and job aids.
• Complete assigned projects or additional tasks that support operational efficiency and improve customer experience.
• Perform other related duties as needed to support business and team objectives.

Customer Service Representative – Bilingual English/Spanish

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service).
• Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards.
• Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores.
• Forecast demand and partner with workforce management to ensure optimal staffing across channels.
• Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction.
• Champion a customer-first culture focused on empathy, responsiveness, and resolution.
• Design and implement programs to achieve world-class service benchmarks.
• Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives.
• Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey.
• Serve as the primary Five9 subject matter expert (SME) for the contact center.
• Maintain Five9 functionality including: IVR design and optimization, call routing strategies, campaign management, agent desktop configuration and workflows, digital channel integrations.
• Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends.
• Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime.
• Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing).
• Lead system enhancements, testing, and releases in partnership with IT and business stakeholders.
• Train and mentor supervisors and agents on Five9 tools and best practices.
• Lead, coach, and develop a team of supervisors, team leads, and frontline agents.
• Establish clear performance expectations and accountability for results.
• Conduct regular coaching, performance reviews, and career development planning.
• Foster a high-engagement, inclusive team culture focused on collaboration and excellence.
• Drive hiring, onboarding, and retention strategies to build a strong talent pipeline.
• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization.
• Implement process improvements to enhance productivity, quality, and customer outcomes.
• Support quality assurance programs, including calibration and performance feedback loops.
• Develop and maintain SOPs, knowledge base content, and training materials.
• Lead or participate in cross-functional projects and initiatives.

Program Manager

• Build and maintain relationships with employers, industry groups, and community partners throughout the state, with a strong focus on establishing new connections
• Lead employer recruitment, onboarding, and ongoing engagement to expand program reach
• Proactively identify and pursue new employer engagement opportunities through outreach, partnerships, and events
• Plan and deliver in-person and virtual traffic safety trainings, workshops, and presentations
• Facilitate engaging sessions that apply adult learning principles and translate traffic safety concepts into practical workplace behaviors
• Adapt delivery style and content to meet the needs of different audiences and industries
• Coordinate training logistics, materials, and participant communication to ensure successful delivery
• Take ownership of program growth by consistently building employer participation and working toward defined outreach and training targets
• Plan and manage outreach and training activities to align with program goals and timelines
• Monitor progress toward program targets and adjust approach as needed to stay on track
• Maintain accurate records of employer engagement, trainings, and program activities
• Provide timely and accurate program input to support performance tracking and required reporting
• Partner with the Program Coordinator to support grant compliance and reporting processes
• Develop and maintain program materials, communications, and internal resources
• Serve as a liaison with employers, partners, and internal teams to support effective program delivery
• Support coordination with vendors or external partners as needed
• Travel throughout the state of Ohio (and occasionally out of state) to support trainings, events, and stakeholder engagement

Program Manager – Employer Engagement & Training

• Build and maintain relationships with employers, industry groups, and community partners throughout the state, with a strong focus on establishing new connections
• Lead employer recruitment, onboarding, and ongoing engagement to expand program reach
• Proactively identify and pursue new employer engagement opportunities through outreach, partnerships, and events
• Plan and deliver in-person and virtual traffic safety trainings, workshops, and presentations
• Facilitate engaging sessions that apply adult learning principles and translate traffic safety concepts into practical workplace behaviors
• Adapt delivery style and content to meet the needs of different audiences and industries
• Coordinate training logistics, materials, and participant communication to ensure successful delivery
• Take ownership of program growth by consistently building employer participation and working toward defined outreach and training targets
• Plan and manage outreach and training activities to align with program goals and timelines
• Monitor progress toward program targets and adjust approach as needed to stay on track
• Maintain accurate records of employer engagement, trainings, and program activities
• Provide timely and accurate program input to support performance tracking and required reporting
• Operate effectively in a new and evolving program environment, adjusting approach as partnerships and opportunities develop
• Partner with the Program Coordinator to support grant compliance and reporting processes
• Develop and maintain program materials, communications, and internal resources
• Serve as a liaison with employers, partners, and internal teams to support effective program delivery
• Support coordination with vendors or external partners as needed
• Support program activities across additional states as needed
• Travel throughout the state of Florida (and occasionally out of state) to support trainings, events, and stakeholder engagement

Learning and Development

• Build the Foundation for Modern Learning Development
• Help define and implement instructional design standards, templates, and best practices across NSC’s training portfolio
• Establish repeatable, scalable product development workflows in partnership with product managers and leadership
• Bring structure and clarity to an evolving environment, enabling more consistent and efficient development
• Design learning experiences that translate complex safety and regulatory content into clear, engaging, and actionable training
• Develop measurable learning objectives, assessments, and activities that ensure learners can apply safety-critical skills in real-world settings
• Use learner feedback, data, and performance insights to continuously improve product effectiveness
• Establish and apply modern instructional design standards across eLearning, ILT, vILT, and print materials
• Ensure all learning products reflect current learning science, accessibility standards (WCAG 2.1 AA), and a cohesive user experience
• Lead development of high-quality learning products from concept through launch, ensuring timelines, scope, and quality standards are met
• Streamline development workflows through strong planning, documentation, and effective use of tools and emerging technologies (including AI)
• Identify opportunities to improve efficiency without sacrificing instructional integrity
• Partner with subject matter experts to extract and shape content into structured, learner-centered experiences
• Create collaborative processes that drive alignment without conflict, balancing input with clear decision-making
• Ensure all learning products are accessible and inclusive, applying best practices for screen readers, captions, and navigation
• Identify inefficiencies and gaps in current processes and proactively propose improvements
• Experiment with new approaches (e.g., microlearning, scenario-based learning, AI-assisted development) to enhance engagement and scalability
• Contribute to the evolution of NSC’s learning strategy and development practices

Customer Service Manager

Hourly Instructor, Roadway Safety – Underserved Communities

Member Success Manager

Customer Service Representative – Bilingual English/Spanish

Customer Service Manager

Program Manager – Employer Engagement & Training

Program Manager – Employer Engagement & Training

Senior Instructional Designer