National Safety Council

Manager

The Government Affairs Manager, State will be a part of a dynamic team that juggles many issues at once, this person manages NSC legislative, regulatory, and policy development at the state level (and local level as needs arise). This person is accountable for: Advancing NSC legislative and regulatory priorities and identifying strategic opportunities for NSC at the state level. Developing NSC policy positions to set strategy and manage the communication of NSC policies to key state government, private sector, and other related audiences. Identifying and managing relationships with partner organizations to maximize NSC legislative and regulatory effectiveness and reach. Juggling multiple issues at the same time. Working collaboratively with NSC team members.

Government Affairs Manager – State

Customer Support

Responsible for providing quality customer service to various parties including students, instructors, and other stakeholders. Interact directly with individuals who are enrolled in NSC courses by registering their information and processing credit card payments over the phone. Also responsible for entering student and class records into the system to ensure accurate reporting. Conduct inbound customer service calls from multiple program queues meeting defined performance metrics, quality and customer satisfaction standards, and satisfying all program regulatory requirements. Use call flows, reference materials, and program training to identify issues, apply problem-solving skills, and appropriately handle customer inquiries. Apply empathy, listening, and service techniques to defuse situations and avoid call escalation. Provide specific and unique program/schedule information accurately to customers. Efficiently communicate through chat and email to research and resolve enrollment/completion issues. Accurately input student data and process live credit card payments while maintaining PII and PCI compliance. Clearly and concisely document customer interactions with account notes in business systems. Respond to customer messages; place outbound calls to customers to answer general questions, complete registration, or process other routine transactions. Consistently promote self-service options and customer engagement to meet team goals. Proactively and swiftly communicate repetitive or widespread customer concerns to management for resolution. Promptly process returned mail-in business systems to reduce costs associated with outdated address data. Complete other duties as assigned.

Customer Service Representative, Spanish/Portuguese

• Provide quality customer service to students, instructors, and stakeholders
• Register enrolled individuals and process credit card payments over the phone
• Enter student and class records into system to ensure accurate reporting
• Conduct inbound customer service calls from multiple program queues meeting performance metrics
• Use call flows and reference materials to identify issues and resolve inquiries
• Apply empathy and service techniques to defuse situations and avoid escalation
• Communicate through chat and email to research and resolve enrollment/completion issues
• Input student data and process live credit card payments while maintaining PII and PCI compliance
• Document customer interactions with account notes in business systems
• Place outbound calls to answer questions, complete registration, or process transactions
• Promote self-service options and customer engagement
• Process returned mail in business systems
• Complete other duties as assigned