Society for Human Resource Management

  • Senior Certification Representative

    Job Locations US-VA-Alexandria
    Job ID 2018-1199
    Category
    Marketing
  • Overview

    The Role:

    The Senior Certification Representative is responsible for ensuring that all certificants and potential certificants service expectations are met by providing best in class customer service to include prompt responses and resolutions to all inquiries. The position reviews and audits certification and recertification applications to determine that applicants have met the eligibility requirements to obtain or maintain their certification. High priority placed on quality service and willingness to work in a team environment to accomplish goals as demonstrated in customer surveys/feedback. This position is key in deliving outstanding service to the organization’s certificants, and exercise professional judgement to accurately process certification information and to maintain the integrity of SHRM’s certification program.  

    Responsibilities

    Your Day:

    • Reviewing and evaluating certification and recertification applications and supporting documents for accuracy and completeness to ensure compliance with policy requirements.
    • Conducting thorough audits of applications by reviewing documentation provided by applicant to ensure compliance with policy requirements.
    • Processing and tracking certification and recertification metrics daily with report to designated manager
    • Resolving issues surrounding eligibility, application status, and/or any discrepancies with submissions related to recertification by either verbal or written communication.
    • Handling and responding to customer service inquiries and escalations via phone and email.
    • Troubleshooting system issues to promptly resolve customer related inquiries in collaboration with internal stakeholders and/or vendors.
    • Participating in department initiatives and campaigns to support achieving organizations goals and product offerings.    
    • Serving as onsite coordinator or registrars at SHRM sponsored programs and conferences to process registrations onsite, work with other team members as knowledge experts on SHRM’s products and services.  
    • Authorizing and processing credit card payments for products and services.
    • Processing name change and certificate reorder requests.

    Qualifications

    Must Haves:

     

    • High school diploma or equivalent; Associates or Bachelors preferred.
    • 3-years front-line customer service experience, or 5-years of experience in lieu of a degree.
    • Demonstrated experience successfully managing customer inquiries and disputes.
    • Experience working with CRM tools (e.g., Salesforce, Cobalt, NetSuite) and databases (e.g., MS Access, MS Excel).
    • Experience conducting compliance reviews and/or audits, with a focus on adhering to and enforcing stated policies.
    • Ability to work a flexible schedule including evenings and weekends as require
    • Exceptional customer service skills.
    • Ability to work well in a fast-paced environment and constantly striving toward service improvement.
    • Strong verbal and written communications skills.
    • High priority placed on quality service and willingness to work in a team environment to accomplish goals as demonstrated in customer surveys/feedback.
    • Acute attention to detail.
    • Ability to facilitate and resolve conflicts and maintain a professional attitude at all times.
    • Proficiency with MS Office Suite.
    • Excellent decision making, problem solving and critical thinking skills.
    • Ability to handle multiple tasks at once in an organized manner, with the ability to complete tasks within critical, client-centric deadlines.


    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.


    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is regularly performed in a professional office environment and routinely uses standard office equipment. 

    This job requires occasional travel 0-10%.


    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

     

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