Responsible for entering, verifying, qualifying, veting, verifying and confirming all Certification applications to the appropriate eligibility standards. Provide customer service support by answering high volume email and voice mails.
Duties and responsibilities/essential function
Accurately record customer data in Customer Relationship Management (CRM) System;
Review, qualify, verify and vet all Certification applications, including initial applications, renewals, and recertifications to the appropriate eligibility standards. Must be able to meet weekly deadlines;
Assist international partners with exam preparation including, and reviewing candidate lists;
Work closely with Exam Logistics personnel in the shipping of exam materials and the fulfillment of credentials;
Work closely with the accounting department to create international quotes for cost estimates;
Continuously monitor agent account activity to ensure compliance with company standards providing education and training as required;
Follow up with customers who have incomplete applications (i.e. missing qualifying work experience, testimonial, employment verification, etc.);
Follows up on customers pending applications (reviews weekly);
Data entry of qualified applications, update customers’ records, including uploading of documents;
Process exam reschedules: review account, determine eligibility, perform reschedule, reprint confirmation letter, send to customer and file application; and
Process cancelations: review accounts, determine eligibility, submit adjustment orders and file applications.
Handle high volume of incoming emails by responding promptly, professionally and courteously;
Handle correspondence (i.e. emails and voice messages) in a timely manner;
Assist walk-in customers; and
Document customers’ records accordingly.
High school diploma or equivalent;
Ability to be professional and have a positive attitude;
Ability to be detail-oriented with excellent organizational skills and self-motivated;
Ability to multi-task and prioritize multiple assignments while maintaining constant level of high quality;
Ability to analyze and formulate a plan of action to complete a task in a timely manner;
Ability to follow written and established procedures;
Possess strong written/oral communication skills using both email and telephone communications;
Have the capacity to handle sensitive situations in a positive manner;
Ability to be confident with customer interactions using both email and telephone communications;
Possess excellent basic computer skills (Microsoft Office, Excel) and perform data entry with speed and accuracy;
Possess a strong commitment to learning and willingness to take on additional responsibilities as necessary;
The ability to be a strong team player and work with multiple employees to achieve deadlines; and
The ability to deal with confidential information and/or issues using discretion and judgment.
Preferred Qualifications include:
Associates or Bachelor’s degree;
Microsoft Dynamics experience;
Non-profit and/or association experience;
Previous customer service experience;
Familiarity with MS PowerPoint a plus; and
About American Welding Society
Experience the next level of career growth with AWSThank you for considering a career with AWS. We are looking for dedicated and qualified people to join our AWS World Headers team. If you’re looking for a career opportunity that is rewarding, and you possess a strong work ethic, commitment to excellence, integrity, loyalty, positive attitude, and customer centric, then we are the organization for you! Advancing the Welding IndustrySince 1919, the American Welding Society (AWS) has been dedicated to the advancement of welding through the development of industry-proven publications, industry-recognized education and industry-respected certifications. Over nine decades old and over 70,000 members strong, AWS leads the way in support of the welding community; listening to our members and being their voice in the world. We are passionate about continuous learning; offering a variety of technical and education conferences and seminars to help advance careers, incomes and productivity. AWS’s services are supported by a dedicated staff and global industry professionals that represent all facets of welding; from factory floor to high-rise construction; military weaponry to home products. A...WS connects the world! Life at AWSThe Staff work in a collaborative environment that values integrity, creativity and accountability. Our team of passionate professionals approach each day with a get-it-done attitude and a side of entrepreneurial spirit. Our customer-first mentality allows each team member to make an immediate impact on the business no matter their role. At AWS, you go home each day knowing you've made a difference.