Customer Relations Coordinator

Job Summary:

The Customer Relations Coordinator is responsible for managing and enhancing customer relationships by serving as the primary point of contact for phone and email inquiries, complaints, and feedback. This role assists customers through the NCCAOM certification and recertification application process, ensuring exceptional customer service, effective communication, and a seamless experience. Additionally, the coordinator collaborates with internal teams to resolve issues and drive customer satisfaction. The ideal candidate should have experience working in a certification or credentialing environment and a solid understanding of certification versus state licensure. At a minimum, they must have experience in a fast-paced setting, serving customers, processing applications, and maintaining accurate records.

Customer Support:

• Respond promptly to customer inquiries via phone, email, chat, or other communication channels.
• Address and resolve customer complaints in a timely and professional manner.
• Provide detailed and accurate information about certification, recertification, or other processes.

Relationship Management:

• Build and maintain strong, long-lasting relationships with applicants and certified Diplomates.
• Actively gather and analyze customer feedback to identify trends and areas for improvement.
• Ensure customer satisfaction through regular follow-ups and proactive communication.

Collaboration:

• Work closely with departments to address applicants/Diplomate/PDA Provider needs.
• Escalate unresolved issues to appropriate departments and follow through until resolution.
• Assist in the development of customer service procedures, policies, and standards.
• Assist with the preparation of conference exhibiting materials.

Data and Reporting:

• Maintain accurate constituent records and document interactions in Zendesk and CRM systems.
• Process certification applications for applicants from ACAOM-accredited programs, matching the documents received, and checking ADA and legal status.
• Approve applicants to sit for NCCAOM exams through a third-party exam administration vendor.
• Assist customers with certification/exam verifications through state medical/acupuncture boards.
• Process recertification applications, auditing professional development coursework and activities, updating personal information, and contacting diplomates regarding any outstanding requirements.
• Identify opportunities for process improvements and contribute to strategy development.

Performance Expectations for All Staff:

• Respect the confidentiality of information learned through employment with the NCCAOM.
• Perform job responsibilities in compliance with the policies and procedures contained in the NCCAOM Employee Handbook.
• Communicate with stakeholders through email or on the telephone, as needed.
• Participate in-office staff meetings.
• Annually read, review, and provide input into the job description and associated training task list during the annual performance development review.
• Assist with maintaining and developing departmental policies and procedures.
• Implement all policies and procedures of the organization in compliance with the internal management system.
• Perform job responsibilities in accordance with NCCA requirements.
• Follow all NCCAOM security policies and procedures.
• Maintain a professional, courteous, and respectful attitude toward fellow employees.
• Support other department activities.
• Maintain a courteous and respectful attitude toward applicants, Diplomates, NCCAOM Board members, or other members of the public.
• Promote positive public relations for the NCCAOM.
• Perform all tasks safely and responsibly.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Ability to ensure excellent customer service skills.
• Must exhibit a high attention to detail and the ability to remain efficient and organized at all times.
• Excellent time management skills with a proven ability to meet deadlines while managing several assignments.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 2+ years of related experience, preferably in a certification or credentialing environment.
• Familiarity with CRM tools and customer service software is a must.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) is a must.

Key Competencies:

• Empathy and patience in dealing with diverse customer needs.
• Attention to detail to ensure accurate documentation and communication.
• Team-oriented mindset with the ability to collaborate effectively.

Working Conditions:

This is a regular full-time position with working hours from 8/10 a.m. – 4/6 p.m. Monday-Friday. Extended hours may be required during deadline periods or before special external events. Requires frequent sitting, repetitive wrist, hand, and finger movements. Occasional lifting of objects less than 20 pounds.