SHRM WANTS TALENT WITH A BOLD PURPOSE. TALENT THAT BELIEVES IN EXCELLENCE AND ACCOUNTABILITY. TALENT THAT IS FLEXIBLE TO TRY NEW THINGS AND AGILE ENOUGH TO PIVOT WHEN THEY DON’T WORK OUT. WE NEED PEOPLE WHO ARE SMART AND CURIOUS, AND BELIEVE IN OPEN, HONEST CONVERSATIONS TO GET TO THE BEST RESULT.
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.
YOUR TYPICAL DAY WILL INCLUDE:
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.
THESE ARE THE SKILLS YOU WILL NEED IN YOUR TOOLBOX:
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.
THIS IS WHAT YOU MUST BRING TO THE TABLE:
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 required.
LET US KNOW IF YOU ALSO HAVE:
Customer service experience using mediation and conflict management techniques.
Internal Number: 208734-075
About Society for Human Resource Management
The Society for Human Resource Management (SHRM) is the world’s largest HR professional society, representing 285,000 members in more than 165 countries. For nearly seven decades, the Society has been the leading provider of resources serving the needs of HR professionals and advancing the practice of human resource management. SHRM has more than 575 affiliated chapters within the United States and subsidiary offices in China, India and United Arab Emirates. Visit us at shrm.org.