Customer Care & Recertification Manager

The Customer Care & Certification Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints, monitoring and reporting on call statistics. The manager will develop and implement customer care strategies to ensure member and certificant satisfaction. This position is also responsible for recertification activities including maintaining current certificant CE records and ensures CE audit process is ran and completed on a monthly basis; facilitating renewal communications, monitor certificant statuses; providing certification information; and recommending documentation and/or actions that support confidentiality, objectivity, and impartiality of certification processes.

Duties & Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Ensures that the Certification renewal processes are effective and retention rate is maintained.
• Complete CE credit assessment for self-reported CE submissions and update records accordingly
• Educate certificants regarding online renewal options, resources and tools.
• Monitor, track and update certificant credential statuses per department renewal processes (Not Licensed, Drop, C&D, LOA etc…) and communicate specifics accordingly
• Complete and communicate applicable reinstatement process for affected individuals
• Develop, facilitate and maintain renewal communications
• Coordinate email bounce back updates and corrections
• Participate in the development of organizational messaging specific to certification
• Prepare statistical reports as needed-tracking, metrics, retention and communications
• Verify database accuracy and update certificant contact information.
• Respond to inquiries via phone and/or email within acceptable timeframe as determined by org standards.
• Monitors Audit, Recertification, and Customer Service email boxes to ensure emails and calls are returned in 24-48 hours
• Handles escalated customer service or certificant calls and situations
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Certification Services or other appropriate staff.
• Assists with budget preparation for the Customer Service and Recertification departments.
• Performs other related duties as assigned.
• Maintain SOPs for recertification and customer service.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• With Director of Certification will handle discipline and termination of employees as needed and in accordance with company policy.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree preferred.
• At least three years of customer service experience required.
• Previous experience in a supervisory role preferred.
• Physical Requirements:
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

IWI has a hybrid workplace. 

Salary range is $70,000 - $80,000 and is dependent on experience. 

Investments & Wealth Institute is an equal opportunity employer.