National Safety Council

• Serve as the primary point of contact for assigned members, building trusted, long-term relationships • Maintain regular, proactive outreach to understand member goals, needs, and challenges • Act as a member advocate internally, ensuring feedback and insights are shared and addressed. • Develop and execute tailored engagement plans to increase member participation and satisfaction • Facilitate meaningful touchpoints, including meetings, check-ins, and participation in programs and events • Identify opportunities to strengthen member connection and maximize value • Support onboarding processes to ensure new members successfully integrate and engage • Monitor member engagement levels, identifying risks and addressing concerns early • Support renewal readiness by reinforcing value and addressing barriers to continued participation • Partner closely with the Networks team to ensure alignment between member needs and programming, communications, and services • Gather and analyze member feedback through annual survey and regular customer connect calls to identify trends, opportunities, and improvement areas • Address member questions and concerns in a timely, solutions-oriented manner

• Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously. • Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently. • Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms. • Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations. • Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues. • Promote self-service tools and digital resources to enhance customer experience. • Accurately enter, update, and access customer information across multiple business systems and learning management systems. • Document all customer interactions clearly, concisely, and in alignment with internal quality standards. • Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements. • Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests. • Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs. • Identify and escalate recurring or widespread customer concerns to management for timely resolution. • Collaborate to create, revise, and maintain team resource materials and job aids. • Complete assigned projects or additional tasks that support operational efficiency and improve customer experience. • Perform other related duties as needed to support business and team objectives.

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service). • Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards. • Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores. • Forecast demand and partner with workforce management to ensure optimal staffing across channels. • Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction. • Champion a customer-first culture focused on empathy, responsiveness, and resolution. • Design and implement programs to achieve world-class service benchmarks. • Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives. • Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey. • Serve as the primary Five9 subject matter expert (SME) for the contact center. • Maintain Five9 functionality including: IVR design and optimization, call routing strategies, campaign management, agent desktop configuration and workflows, digital channel integrations. • Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends. • Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime. • Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing). • Lead system enhancements, testing, and releases in partnership with IT and business stakeholders. • Train and mentor supervisors and agents on Five9 tools and best practices. • Lead, coach, and develop a team of supervisors, team leads, and frontline agents. • Establish clear performance expectations and accountability for results. • Conduct regular coaching, performance reviews, and career development planning. • Foster a high-engagement, inclusive team culture focused on collaboration and excellence. • Drive hiring, onboarding, and retention strategies to build a strong talent pipeline. • Analyze operational data to identify trends, inefficiencies, and opportunities for optimization. • Implement process improvements to enhance productivity, quality, and customer outcomes. • Support quality assurance programs, including calibration and performance feedback loops. • Develop and maintain SOPs, knowledge base content, and training materials. • Lead or participate in cross-functional projects and initiatives.

• Support the daily operations of training programs by delivering excellent customer service. • Professionally handle customer, learner, affiliate, and instructor inquiries. • Manage class schedules, instructor and affiliate records, product orders, and training logistics. • Research, troubleshoot, and resolve customer and partner issues. • Draft, review, and submit professional written correspondence to stakeholders. • Review, qualify, and process training affiliate and instructor applications. • Monitor renewal status for domestic and international partners. • Process product and material orders for training centers. • Schedule and coordinate Instructor Development and Continuing Education courses. • Provide administrative and operational support to management.

• Conduct virtual car seat checks • Facilitate and instruct child passenger safety education • Engage participants and monitor the effectiveness of the education sessions • Manage virtual and in-person training sessions, including supporting materials and records

• Build the Foundation for Modern Learning Development • Help define and implement instructional design standards, templates, and best practices across NSC’s training portfolio • Establish repeatable, scalable product development workflows in partnership with product managers and leadership • Bring structure and clarity to an evolving environment, enabling more consistent and efficient development • Design learning experiences that translate complex safety and regulatory content into clear, engaging, and actionable training • Develop measurable learning objectives, assessments, and activities that ensure learners can apply safety-critical skills in real-world settings • Use learner feedback, data, and performance insights to continuously improve product effectiveness • Establish and apply modern instructional design standards across eLearning, ILT, vILT, and print materials • Ensure all learning products reflect current learning science, accessibility standards (WCAG 2.1 AA), and a cohesive user experience • Lead development of high-quality learning products from concept through launch, ensuring timelines, scope, and quality standards are met • Streamline development workflows through strong planning, documentation, and effective use of tools and emerging technologies (including AI) • Identify opportunities to improve efficiency without sacrificing instructional integrity • Partner with subject matter experts to extract and shape content into structured, learner-centered experiences • Create collaborative processes that drive alignment without conflict, balancing input with clear decision-making • Ensure all learning products are accessible and inclusive, applying best practices for screen readers, captions, and navigation • Identify inefficiencies and gaps in current processes and proactively propose improvements • Experiment with new approaches (e.g., microlearning, scenario-based learning, AI-assisted development) to enhance engagement and scalability • Contribute to the evolution of NSC’s learning strategy and development practices

• The Director, Workplace Trainings initiates and sets strategy for programs based on the practice’s and organization’s strategic objectives • Oversees and ensures that the functions of those being managed are efficiently and effectively executed for one or more programs within a Practice • Collaborate cross-functionally and with support services (marketing, sales, product development, operations, finance) to translate the program/product needs into requirements, to establish metrics and standards, and to meet the Programs’ goals • Determine product strategy (vision, customer persona, positioning, differentiation, and roadmap) and how it supports our mission • Maintain knowledge of the market and establish competitive intelligence through research • Collaborate with the marketing group to develop marketing strategies and lead generation strategies • Partner with the sales groups (by channel) to build on product sales implementation as well as support strategies • Oversee the product’s roadmap and manage it as required for the purpose of meeting deliverables for the business (the achievement of growth objectives, including market share, revenue, profit, and return on investment for all the channels/categories of business and/or key customers) • Ensure the product/service life-cycle is developed, defined, and operational • Provide knowledge, education, and awareness of programs/products/services to any population that might not otherwise have access to or know of NSC programs • Write articles, blogs, or similar outreach documents for print or online publications • Lead creation of events, discussion forums, and workshops • Advocate and influence through effective learning avenues and activities • Engage extensively with consumers in order to gain first-hand insight on the consumers’ and market feedback on our programs/products/services • Participate in trade shows or other similar events • Engage in regular communication with, and build relationships in all directions (e.g., peers, supervisors, funders, stakeholders) to advance the strategy/program • Support and encourage an environment that appreciates the diversity of employees’ and stakeholders’ styles, opinions, and perspectives • Relay information, build consensus, fact-find, and maintain transparency and open exchange, while keeping partners up to date and notified of program status and impact • Communicate with other NSC initiatives, campaigns, and departments to identify potential dissemination and cross-collaboration opportunities • Managers of people spend a significant portion of their job directly managing the work of at least three employees for whom hire, fire, and performance decisions are made

• Respond to customer inquiries about training schedules and registrations via phone, email, and chat • Process student registrations, payments, and data while maintaining confidentiality • Research and resolve complex customer issues and document outcomes • Provide Level 2 support for escalated calls, chats, and emails • Prepare and send written correspondence to customers and external entities (state agencies, courts, probation, etc.) • Collect and review basic application materials from training affiliates and instructors • Enter instructor and affiliate information, orders, and updates into business systems • Track upcoming renewal deadlines and send follow ‑up reminders as needed • Assist with maintaining records required by state agencies under established procedures • Support instructor scheduling by entering assignments, updating calendars, and tracking confirmations • Assist in coordinating class setups and updating internal systems with schedule changes • Help arrange logistics for Instructor Development Courses (IDC) and Continuing Education classes • Provide basic support for facility or vendor coordination, referring complex issues to senior staff • Process product and material orders from training affiliates and follow established fee structures • Perform routine audits of class paperwork to ensure completeness • Enter completion data for training programs and verify accuracy under supervision • Maintain organized class files and assist with preparing simple monthly activity summaries • Assist with distributing procedural updates, memos, and resource materials • Provide basic support for A/V or classroom access issues at leased training locations, escalating issues when needed • Process internal orders for instructional materials and classroom supplies • Schedule onboarding and training activities for new instructor candidates • Assist with assembling state agency approval packets and tracking documentation • Update team ‑teaching schedules and maintain related records • Support instructor renewal processing by updating information and tracking required submissions • Assist training centers with material order needs and minor administrative tasks related to instructor renewals • Perform general office support and special assignments as directed

Save lives, from the workplace to anyplace. The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Program Coordinator to join us in our mission to save lives and prevent injuries. Position Highlights:The Program Coordinator plays a key role in delivering the Our Driving Concern (ODC) employer traffic safety program, a grant-funded initiative in Florida. This role also supports the NSC Occupant Protection programs in Driver Safety Training. This position manages monthly grant reimbursement processes and budget tracking to ensure compliance with state and federal requirements, while coordinating program activities that provide training and resources to employers. The role requires strong attention to detail, the ability to work with financial and program data, and the capacity to manage multiple priorities in a fast-paced, remote environment. What You’ll Do: - Own the monthly grant reimbursement process, including preparation, validation, and submission of claims and supporting documentation in coordination with NSC accounting, ensuring compliance with the Florida Department of Transportation and applicable federal requirements. - Monitor, reconcile, and track program budgets and expenditures; support forecasting and reforecasting, and contribute to the development of annual grant applications. - Collect, analyze, and interpret program data to support required reporting, evaluate program performance, and ensure alignment with grant deliverables; identify discrepancies and follow through on resolution. - Develop, maintain, and improve program materials, internal documentation, and standard operating procedures to support consistency, compliance, and scalability. - Execute and support program communications, including newsletters, social media, and outreach materials. - Serve as a primary point of coordination across employers, trainers, state highway safety partners, community stakeholders, and NSC shared services to ensure effective program delivery and timely resolution of operational needs. - Support the planning, coordination, and execution of program initiatives such as safety campaigns, surveys, and recognition programs. - Manage and track administrative and financial processes, including subcontractor coordination, purchase orders, invoice processing, and documentation management, ensuring alignment with grant and organizational requirements. - Maintain organized, accurate, and audit-ready records in accordance with grant, state, and NSC requirements. - Provide operational support across multiple states or funding streams as needed. We’re Looking for Someone with: - Bachelor’s degree and at least 2 years of experience with grants, financials, safety promotion, community education, and/or training. In lieu of education, at least 4 years of relevant experience. - Strong project and operations management skills, with the ability to manage multiple priorities and deadlines with a high degree of accuracy. - Experience working with budgets, financial tracking, or grant-related documentation; ability to reconcile data across multiple systems. - Demonstrated analytical skills, including the ability to interpret data and support program reporting and decision-making. - Advanced proficiency in Microsoft Excel and overall comfort with Microsoft Office Suite. - Experience working in remote or distributed teams using collaboration tools such as Teams and Zoom. - Strong written and verbal communication skills, with the ability to engage both internal stakeholders and external partners. - Ability to work independently, take ownership of responsibilities, and contribute to a team environment. - Experience with government, nonprofit, or grant-funded programs preferred. - This is a remote position. - Hourly rate: $18 to $25 Reasons You’ll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following: - At least 20 PTO days accrued 1st year and 11 paid holidays - Flexible work arrangements - Comprehensive medical, dental, vision, and life insurance plans - Flex spending accounts for medical and dependent care - 403(b) & Roth 403(b) with employer match up to 6% - Reimbursable training - Dress for your day Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way! NSC is a Recovery-Friendly Workplace. We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions. NSC is an equal opportunity employer.

Save lives, from the workplace to anyplace. The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. We are currently looking for a Customer Service Representative that is bilingual in English & Spanish to join us in our mission to save lives and prevent injuries. Position Highlights: The Customer Service Representative delivers high-quality service across phone, chat, email, and online channels, resolving customer inquiries with accuracy, professionalism, and empathy. The role involves navigating multiple business and learning management systems to manage customer data, process secure transactions, and provide technical support for LMS users. This position also supports continuous improvement by identifying recurring issues, updating team resources, and contributing to projects that enhance the overall customer experience. What You’ll Do:Customer Support & Issue Resolution - Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously. - Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently. - Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms. - Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations. - Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues. - Promote self-service tools and digital resources to enhance customer experience. Systems, Data Accuracy & Transaction Processing - Accurately enter, update, and access customer information across multiple business systems and learning management systems. - Document all customer interactions clearly, concisely, and in alignment with internal quality standards. - Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements. - Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests. - Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs. Collaboration, Quality, & Continuous Improvement - Identify and escalate recurring or widespread customer concerns to management for timely resolution. - Collaborate to create, revise, and maintain team resource materials and job aids. - Complete assigned projects or additional tasks that support operational efficiency and improve customer experience. - Perform other related duties as needed to support business and team objectives. We’re Looking for Someone with: - High school diploma or equivalent (GED) required. - 1–2 years of customer service experience in a contact center, service‑oriented environment, or similar role involving direct customer interaction. - Experience using multiple computer systems, web‑based applications, or learning management systems (LMS) preferred. - Experience handling phone, chat, and email communications in a fast‑paced environment preferred. - Prior experience processing secure transactions or working with sensitive data (PII/PCI) is a plus. - Strong verbal and written communication skills, with the ability to explain information clearly and professionally across multiple channels. - Active listening and empathy skills to understand customer needs and deliver a positive experience. - Effective problem‑solving and critical‑thinking abilities, including the capacity to analyze information, identify solutions, and make sound decisions within defined guidelines. - This is a remote position. - Hourly rate: $19.75(English only) $20.75(Bilingual) Reasons You’ll Love it here: NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following: - At least 20 PTO days accrued 1st year and 11 paid holidays - Flexible work arrangements - Comprehensive medical, dental, vision, and life insurance plans - Flex spending accounts for medical and dependent care - 403(b) & Roth 403(b) with employer match up to 6% - Reimbursable training - Dress for your day Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way! NSC is a Recovery-Friendly Workplace. We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions. NSC is an equal opportunity employer.