NASSCO, Inc Looking for Customer Care Manager at Frederick, MD Full Time

NASSCO is a 501 c 6 trade association that supports the underground infrastructure industry. The NASSCO Customer Care Manager is the first point of contact for NASSCO-Certified trainers, members and students inquiring and/or enrolled in NASSCO Certification Programs to trouble-shoot technical questions and provide overall assistance. NASSCO Customer Care Manager utilizes internal and external systems essential to serving all NASSCO customers based on a learning management system (LMS) platform (Docebo) and a customer relationship management system (CRM) platform (Salesforce). As a small organization managing thousands of constituents, NASSCO Customer Care Manager may, from time to time, be asked to support other NASSCO initiatives.

The NASSCO Customer Care Manager is the primary contact for all customer support including NASSCO-certified trainers, members and students. NASSCO Customer Care Manager will monitor phone, email and online inquiries, create and work Salesforce cases and assign to a NASSCO Team Member based on requirements of customer (student, trainer, member). For the most part, NASSCO Customer Care Manager will be responsible for addressing all student issues. Additionally, the NASSCO Customer Care Manager assists with enrollment, technical support, download of certificates, processing of CEUs, reporting, and occasionally will engage with NASSCO Trainers to address issues, as needed. As the primary contact, NASSCO Customer Care Manager will also provide essential feedback to other NASSCO team members to proactively address customer needs in notifications, email communications, etc.

ENROLLMENT SUPPORT:

Provide general assistance to students with basic inquiries, reset passwords, update contact information, answer enrollment questions, etc.

TECHNICAL SUPPORT:

Assist students and work with NASSCO’s finance team to verify student payments; Monitor assignments and oversee automated generation of certificates which are triggered by successful completion of exams; and respond to other technical support issues as required.

MANAGEMENT SUPPORT:

Guide and manage other customer care staff in best practices and training.

Job Type: Full-time

Pay: $75,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
Employees are asked to work from home for a minimum of 5-7 days when exposed to COVID-19.

Ability to commute/relocate:

• Frederick, MD 21703: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 5 years (Preferred)
• Customer Care: 3 years (Required)

Work Location: One location