ERC Specialist - Customer Service Representative

Job Description

Job Description

IICRC is a non-profit, certification and Standards Developing Organization (SDO) for the inspection, cleaning and restoration industries. In partnership with regional and international trade associates, the IICRC serves more than 25 countries with offices in the United States, Canada, Australia, New Zealand and Japan.

The Mission of the IICRC is to establish and advance globally recognized standards and certifications for the inspection, cleaning, restoration and installation industries. The organization serves as an independent, certification body, that sets and promotes high standards and ethics, and advances communication and technical proficiency within these industries.

Job Purpose

The Customer Service Representative (CSR) performs data entry and document processing within the Exams, Certified Firms, and Renewals departments.

General Summary

Responsible for answering incoming calls, resolving customer questions, accurate and timely processing of technician renewals, entering data into and retrieving data from computer software and physical files.

Responsible for accurately scoring assessments and entering large amounts of alphanumeric information into company specific software, while maintaining company database.

Essential Job Functions

• Follow outlined procedure to ensure all steps are completed.
• Create and send invoices and late notices.
• Verify and update Continuing Education Credits if applicable.
• Verify receipt and thoroughness of required material.
• Score exams using Scantron and/or manually
• Mail updated certificates.
• Answering incoming calls.
• Outbound calls to customers to resolve payment issues.
• Follow up and return voicemails in a timely manner.
• Provide excellent customer service.
• Process documents manually with accuracy.
• Create and maintain customer account n multiple software programs.
• Enter and maintain detailed notes on customer accounts as necessary.
• Process all forms of payment with accuracy and integrity.
• Review and identify inaccuracies, and use problem solving skills to investigate the situation.
• Provide insight into possible process and procedure improvements.
• Manage confidential information.
• Regular and consistent attendance.
• Other duties and special projects as assigned.

Qualifications

• High school diploma or equivalent
• Preferred three-five years of customer service experience
• Preferred three-five years of demonstrated data entry or computer processing experience
• Ability to type 35 wpm or greater with accuracy
• Strong attention to detail
• Can perform repetitive work and stay focused on the task
• Basic computer skills
• Excellent verbal and written communication skills
• Able to quickly learn new concepts
• Prefers to work in a close team setting
• Adaptable to change
• Performs well in high stress situations

The organization has a pre-employment process that includes background check, typing, and performance assessments.