Customer Service Rep - Safe Kids Worldwide

Posting Summary

Safe Kids Worldwide (Safe Kids) is a nonprofit dedicated to protecting kids from preventable injuries, the number one cause of death for children in the United States. Safe Kids is a separate 501(c)(3) and an affiliate of Children's National Hosital. Safe Kids is a go-to resource to help parents and caregivers keep kids safe from car crashes, fires, falls, poisoning, and more. Through more than 400 coalitions in the United States, Safe Kids works with children's hospitals, trauma centers, first responders, and public health experts to get evidence-informed, life-saving information to families, no matter where they live, to influence behavior change. Safe Kids engages in improving public health and prevention, which includes research, education, awareness, and public policy. Since 1988, the work of Safe Kids has contributed to the more than 60 percent reduction in childhood unintentional injury deaths in the United States.

The Safe Kids Worldwide (SKWW) Customer Service Representative (CSR) is the primary customer point of contact for the organization. Provides customers with gold-standard customer service regarding CPS course and recertification registration, billing, payment processing, policies, and procedures, and other Safe Kids Worldwide programs and departments as needed. Demonstrates excellent customer focus and dedication to meet the expectations and requirements of internal and external customers. Performs administrative duties as assigned. This position may be subject to variable hours and shifts.

Minimum Education
High School Diploma or GED (Required)

Minimum Work Experience
3 years' payment processing or customer service experience (Required)

Required Skills/Knowledge
Excellent verbal and written communication skills
Account resolution and problem solving
Proficient in MS Office
People skills (including adaptability and empathy, compassion, integrity, teamwork)

Functional Accountabilities
Customer Communication and Service

• Answer telephones in a timely manner, eliminate wait times and dropped calls.

• Follow-up on missed calls and voicemails in a timely manner and until the inquiry or issue is resolved.

• Establish and maintain effective relationships with team members and customers.

• Demonstrate a comprehensive understanding and use of the call/email management systems.

• Be extremely familiar and able to navigate the Certification website and online data management systems in order to respond to questions and resolve issues.

• Communicate any complex information with customers in a way that they can understand; answer inquiries by clarifying desired information: researching, locating, and providing information.

• Provide more detailed information to customers, process extensions and other special requests, working with other customer service representatives and/or manager to address more complicated issues or requests.

• Anticipate customer service needs to lessen the likelihood of escalation.

• Assist with additional tasks and duties as assigned.

Operational Support

• Operate and maintain all relevant email, phone, and database systems; ensure accuracy of department information (i.e., update database, etc.).

• Maintain knowledge of personnel, departments, and schedules of staff; stay up to date with organizational news and information.

• Provide other departmental support duties as needed.

• Maintain records of all actions taken and update reference files; maintain a log of issues and appropriately hand off to other customer service representatives and/or manager.

• Make recommendations for internal process improvements.

• Maintain awareness and mindfulness of break, holiday, and schedule change impact on customer service operations.

Customer Billing Issues and Payment Processing

• Develop detailed knowledge of internal billing systems to research billing inquires for certification-related services.

• Integrate information from multiple systems to develop responses to customer concerns or questions.

• Document actions in system including research findings, complaints, special requests, documentation requested, etc.

• Process payments, including credit cards, purchase orders and Evouchers with attention to detail. Includes researching missing items and completing all claims.

• Assist with additional tasks and duties as assigned.

• Work with customers to resolve billing concerns by reviewing accounts and follow-up until needs are met.

• Coordinate the payment, processing, and shipment of orders for resources, e.g., USBs and technician guides.

Complaint Resolution

• Identify source and work to resolve issues with other customer service representatives and/or manager.

• Ensure customer needs are met.

• Enhance organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value.

• Rapidly escalate issues impacting customer service and productivity.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and take time to resolve the situation

• Demonstrate accurate, clear, and timely verbal and written communication

• Actively promote safety for patients, families, visitors, and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities
Organizational Commitment/Identification

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others’ ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance