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Ng Mui Buddhist Nun

Career Opportunities


Customer Service Coordinator

Department: Credentialing and Compliance Services
Position Title:
Customer Service Coordinator
Reports To: Customer Service Manager
Job Status:
Non-Exempt, Full Time

Major Duties:    

  • Provide excellent customer service via incoming and outgoing telephone calls, e-mails, and other correspondence – including Tier 1 and Tier 2 Technical Support
  • Enter all customer service inquiries into FreshDesk - entries must be entered clearly, completely, and closed out appropriately
  • Address tickets assigned in the FreshDesk system within our service level agreement (SLA)
  • Provide 24-48 hour response time on all return calls, email and FreshDesk correspondence
  • Assist Manager in the development and maintenance of the Knowledge Base in FreshDesk
  • Maintain working knowledge of the NCCER website and other advertisements/initiatives that may generate correspondence
  • Maintain accurate knowledge of programs and services offered by NCCER
  • Work with other departments at NCCER to troubleshoot or solve problems/issues
  • Able to navigate multiple programs and utilize internet to help customers with online assistance and problem solving requests
  • Maintains confidentiality of student records, and follows all recordkeeping per company policies and procedures.
  • Assists students with creating user accounts and website questions
  • Work within databases and other programs/applications that apply to Customer Service (FreshDesk, Filemaker, ANR, ARKIV, etc.)
  • Other duties as assigned; as this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Qualifications:

  • The position requires a self-starter with demonstrated experience handling multiple duties and deadlines
  • Strong written and verbal communication skills as well as excellent telephone skills are required
  • Correspondence layout, excellent organizational skills, the ability to work independently and to work effectively with all levels of executives, management and staff is essential.
  • Dependable in attendance and performance

Physical Demands and Working Conditions:

  • Works in an indoor office environment with moderate noise level
  • The employee may occasionally be required to lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include close vision and distance vision
  • The employee is regularly required to sit, talk and hear
  • The employee is frequently required to use hands and fingers to grab, pull, grip, lift and reach with hands and arms
  • The employee is frequently required to use a computer
  • The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl

Software Skills:

  • Microsoft Office Suite (Outlook, Word, Excel, Powerpoint), proprietary websites (Arkiv, Online Bookstore, Instructor Resource Center), internet navigation, FreshDesk etc.

Email resumees to resumes@nccer.org.

 


 

Administrative Assistant / Fulfillment

Department: Program Services
Position Title: Administrative Assistant / Fulfillment
Reports To: Director, Program Services
Job Status: Non-Exempt, Full Time

Major Duties:    

  • Provide customer support for order of instructor/assessment materials
  • Open and close batches within accounting software for fulfillment
  • Fulfill customer material orders
    • Maintain communication with mailroom regarding orders
  • Compile departmental monthly reports and statistics
  • Support building and maintenance of Program Services knowledge base
  • Provide departmental administrative support
  • Provide customer service support
  • Provide expedited assessment order support, including weekly invoice processing
  • Support planning and logistics of committee meetings
  • Compile and maintain department metrics
  • Process and communicate Testing Management System activation requests
  • Maintain accurate records
  • Provide internet research support
  • Update departmental forms
  • In collaboration with Executive Assistant, coordinates travel for Chief Operations Officer and Director of Program Services
  • Coordinate event planning for committee meetings and other events as necessary
  • Perform back up reception duty as required
  • Maintain and update customer resources and department procedures
  • Maintain events for department calendar
    • Weekly staff meetings and conference room reservations
  • Other duties as assigned; as this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Qualifications:
This position requires:

  • Strong interpersonal and professional communication skills (written and verbal)
  • Excellent time management
  • Strong organizational skills
  • Ability to multi-task and effectively prioritize
  • Information management and research
  • Attention to detail
  • A self-starter with demonstrated experience handling multiple duties/priorities and deadlines
  • Ability to work independently and to work effectively with all levels of executives, management and staff is essential
  • Ability to work effectively with all levels of executives, management and staff is essential
  • Dependable in attendance and performance
  • Experience with meeting planning and committee work is a plus

Physical Demands and Working Conditions:

  • Works in an indoor office environment with moderate noise level
  • The employee may occasionally be required to lift and/or move up to 40 pounds
  • Specific vision abilities required by this job include close vision and distance vision
  • The employee is regularly required to sit, talk and hear
  • The employee is frequently required to use hands and fingers to grab, pull, grip, lift and reach with hands and arms
  • The employee is frequently required to use a computer
  • The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl

Software Skills:

  • Microsoft Office Suite and general web navigation
  • Adobe LiveCycle Designer and Adobe Acrobat

Email resumees to resumes@nccer.org.

 


Accreditation and Audit Program Manager

Department: Credentialing and Compliance Services
Position Title: Accreditation and Audit Program Manager
Reports To: Director of Credentialing and Compliance Services
Job Status: Exempt Full Time

Major Duties:    

  • Oversees the entire audit and accreditation process
  • Manages the audit coordinator and the accreditation coordinator
  • Manages auditor consultants, including training, contract administration, scheduling, communication of updates, corrective actions, etc.
  • Provides support to the Audit Program Coordinator for scheduling and assigning audits
  • Conducts audits directly as necessary
  • Assumes responsibility for audit report and records management, including database-accessible notes and digital organization/storage of audit reports
  • Ensures routine audits are closed in a timely manner, and that follow-up and closure is achieved on all probationary requirements (including payment of any for-cause audit expenses and fines)
  • Manages audit program expenses, monitors auditor travel, and manages administration of payments for auditor fees—reviews expenses to develop yearly program budget
  • Works with sponsors and assessment centers on tracking, follows up on non-conformances, and enforces penalties/probations as necessary
  • Works with other departments to make necessary updates to guidelines, procedures and additions to Master Trainer Instructor Certification Training Program and Administrator Certification Training Program
  • Responsible for providing ongoing customer service via phone, email and online websites
  • Investigates all incidents and complaints, working with other departments, partners and legal counsel, as necessary
  • Monitors various web-based marketplaces to investigate and prevent unauthorized sharing/selling of NCCER intellectual property
  • Assists various committees as required
  • Coordinates timely communications to sponsor network regarding changes or “need to know” information
  • Works with Accounting to ensure that accreditation and audit expenses are valid and invoices are paid
  • Works with Workforce Development to identify/acknowledge organizations interested in the accreditation process
  • Manages all applicant organizations
  • Provides the accounting department with all current sponsors and assessment centers to create annual maintenance fee invoices
  • Oversees the registration process for Master Trainer and Administrator classes
  • Manages the Contractors Workforce Development Assessment  (CWDA) with the Director
  • Provides support to customers interested or participating in the CWDA
  • Works with Marketing to promote the CWDA
  • Manages all CWDA audits
  • Assists Director in providing training, guidance, vision, leadership and structure for the Credentialing & Compliance Services team in the daily operations of the department
  • Assists Director in the hiring of accreditation and audit personnel
  • Assists Director in the development of performance plans for the accreditation and audit  team and conducts performance evaluations
  • Responsible for providing data/statistical reports as requested
  • Assists Director in the development, implementation and maintenance of policies and procedures, objectives and short-and-long-range goal planning
  • Responsible for managing and overseeing accreditation and audit tickets utilizing FreshDesk; for resolving problems and responding to requests within our service level agreement (SLA)
  • Assists in creating tools/resources and implementing the cross-training of departmental and customer service staff on accreditation and audit processes
  • Other duties as assigned; as this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Qualifications:    

  • The position requires a self-starter with demonstrated experience handling multiple duties and deadlines
  • Strong written and verbal communication skills and attention to detail are required
  • Ability to hold customers accountable is critical
  • Post-secondary education (Associate’s degree or above) is preferred
  • Experience with training/assessment program administration is preferred
  • Correspondence layout, excellent organizational skills, the ability to work independently and to work effectively with all levels of executives, management and staff is essential
  • Travel is required
  • Dependable in attendance and performance

Physical Demands and Working Conditions:

  • Works in an indoor office environment with moderate noise level
  • The employee may occasionally be required to lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include close vision and distance vision
  • The employee is regularly required to sit, talk and hear
  • The employee is frequently required to use hands and fingers to grab, pull, grip, lift and reach with hands and arms
  • The employee is frequently required to use a computer
  • The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl

Software Skills:    

  • Microsoft Office Suite, database management, spreadsheets, and web-based submissions administration. Position requires daily use of Filemaker and periodic use of Arkiv Tenfold client software. Experience/knowledge investigating various web-based forums and social media for breaches is required (e.g., ebay, yahoo answers, wiki answers, local-interest chat rooms, etc.)

Email resumees to resumes@nccer.org.

 


NCCER is an Equal Opportunity Employer and a Drug-free workplace. Salary based on qualifications and experience. Excellent benefit package.

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