• Manages Customer Service Representatives and administrative activities of the assigned Customer Service function. • Provides day-to-day management and support to customer service staff. • Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. • Monitors and evaluates customer service performance. • Identifies operational issues and process improvements, and implements strategies to improve performance. • Evaluates customer feedback through various channels. • Communicates and enforces company policies and procedures and develops and implements customer service performance standards. • Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization. • Determines training needs and establishes programs. • Compiles all customer service reporting requirements. • Develops and analyzes budgets, reports, and financial data. • Investigates and resolves escalated customer service inquiries.

• Supports CCI candidates and certificants by answering inbound calls and emails • Takes the necessary action to achieve customer satisfaction • Provides courteous, professional support in a manner that consistently meets or exceeds customers’ expectations • Processes product orders, payment information, credit card transactions, and quality control procedures • Updates records when changes occur and performs candidate registration entry and file maintenance within CCI’s various programs • Assists with the review of candidate applications for eligibility and completeness, and contacts customers when necessary to complete the application process • Assists with audit processes • Answers questions concerning all aspects of the certification/recertification process • Provides backup fulfillment duties • Coordinates data transmission between CCI and the testing agency (e.g., appointment scheduling updates) • Initiates and maintains a consultative/collegial relationship with peers, staff, volunteers, and other business entities • Participates in orientation of new staff members • Performs other duties as assigned

• Lead the full portfolio of systems work for your CX sub-team. • Partner with CX leadership, Business Systems, and Data to sequence, prioritize and resource work aligned to department goals. • Own the end-to-end requirements lifecycle, from articulation to validation to signoff. • Facilitate solution discovery, ensuring both business and technical stakeholders share the same mental model. • Act as the translator between business needs and technical realities. • Provide coaching, prioritization, and quality oversight to the Business Systems & Data Analyst assigned to your functional area. • Develop strong working knowledge of the systems, tools, data models, and operational workflows within your CX domain.

• Track and communicate tutor support status, issues, risks and decisions to management. • Coordinate, organize, and prioritize multiple projects in a fast-paced environment to ensure timely delivery. • Monitor Slack channels and provide responsive real-time support to tutors. • Stay current on updates and quickly gain proficiency in new scheduling and operational tools.