Licensing Assistant

Licensing Contractor Position Summary

The primary purpose of this position is to provide comprehensive front office administrative support, ensuring efficient daily operations and exceptional customer service. Responsibilities include managing incoming calls transferred from the front desk, responding promptly to voicemail messages and email inquiries, and performing a variety of administrative and clerical tasks as needed. This position may provide cross-functional support to assist with workload demands, promote operational efficiency, and ensure continuity of services.

This position was established to address a transition-period surge in renewal- and portal-related call and email volume following the Board's implementation of a new licensing renewal portal. The position centralizes portal-related inquiries onto a single dedicated resource, freeing Front Desk, Executive Assistant, and Licensing staff to focus on core renewal processing and licensing operations work.

Essential Duties and Responsibilities

• Answer incoming calls transferred from the Front Desk related to renewal applications, portal login issues, and general portal navigation questions.
• Monitor and respond promptly to voicemail messages and the licensing/renewal questions email inbox, routing and resolving inquiries related to the same.
• Walk licensees through renewal portal navigation, including account access, login troubleshooting, and payment or account discrepancies.
• Provide clear, accurate, and courteous guidance to licensees, applicants, and members of the public by phone and email, escalating complex or unresolved issues to the Licensing Manager or appropriate staff as needed.
• Once trained and as call volume allows, assist with basic renewal processing and other miscellaneous licensing tasks to ensure full utilization of the position.
• Perform general administrative and clerical duties, including data entry, filing, correspondence preparation, and recordkeeping, as assigned.
• Provide cross-functional support to other departments as needed to help manage workload demands, promote operational efficiency, and ensure continuity of services.
• Maintain accurate logs of call volume, call topics, and resolution outcomes to support ongoing evaluation of portal-related work

Top 3 Required Skills: (Non-Negotiable) (visible on resume):

• Multitask
• Attention to Detail
• Communication Skills

Knowledge, Skills, and Abilities

• Strong customer service orientation with the ability to remain patient and professional when assisting frustrated or confused callers.
• Excellent verbal and written communication skills.
• Ability to learn and confidently navigate the Board's licensing renewal portal and related software systems.
• Strong organizational skills and attention to detail, with the ability to manage a high volume of calls and inquiries.
• Ability to work independently, prioritize tasks, and adapt to shifting workload demands across departments.
• Proficiency with standard office software (e.g., email, word processing, spreadsheets) and general office equipment.
• Ability to maintain confidentiality of sensitive licensee and Board information.

Top 3 Preferred Skills: (Preferences) (visible on resume):

• MS Word
• Email