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Part-time Bilingual Customer Service Rep

Company: Council for Professional Recognition
Location: Washington
Posted on: December 7, 2017

Job Description:

Job DescriptionPosition Description:Respond to inquiries, resolve problems and attend to requests courteously, in a timely mannerand correctly according to procedures.Major Areas of Responsibility:• Customer Service• Teamwork• Performance Management• Professional DevelopmentPrimary Objective: The Customer Support Team will contribute to the achievement of the Council’s mission and goals by ensuring that the public consistently experience high quality service when interacting with the Council.Responsibilities of the Job:Customer Service• Answer and resolve customer inquiries.• Process orders using various methods of payment.• Monitor and respond to emails, chat line and YourCDA correspondence.• Handle customer inquiries both telephonically and by email.• Research required information using available resources.• Provide customers with product and service information.• Update existing customer information in CIMS.• Identify and escalate priority issues to Team Leader.• Route calls to appropriate resource.• Document all call information from Candidates.Teamwork• Work with and across teams to develop and maintain a cohesive, collaborative team relationship• Work in partnership with co-workers to establish and adopt team ground rules.• Contribute to development of team goals that align with Council’s strategic goals.• Provide back-up and support for all team projects.Performance Management• Submit weekly metrics of department goals and provide weekly summaries.• Monitor and prepare Candidate status reports to support transition of CDA 1.0 and CDA 2.0.Professional Development• Participate and attend Council professional development training.• Establish an annual professional development plan with goals that are monitored on a quarterly basis.• Update job knowledge by participating in training opportunities; read professional publications; participate in professional organizations that support professional development.Other• Work as a team member to ensure the efficient and effective operations of the Council’s strategic goals and objectives.• Comply with guidelines as specified in the Employee Handbook.• Perform other duties as assigned and/or needed.Competencies, Knowledge, Skills and Behaviors Required:COMPETENCIES:• Adaptability• Independent Thinking• Results-oriented• Attention to detail• Problem analysis and Problem-solving• Judgment• Team work• Stress tolerance• ResilienceKNOWLEDGE:• Expert knowledge of Council programs and services• Customer service orientation• CIMS• Windows/Shared Drive Network• MS-Outlook• MS Office• MS -Excel• Council Website• CDA Credentialing Process 1.0 & 2.0• Credit card processing• PD Specialist System• Social Media• Candidate Application Status• Order Status/Tracking• CDA Program Requirements• CDA Exam• ADA Accommodations• Payment and refund requests• Your CDA (online and paper)• Remote Testing• Partnerships• High School VocTech• Home Visiting Credential• Military School-Age Credential• Competency StandardsSKILLS:• Customer Service• Interpersonal Skills• Problem-Solving• Listening Skills• Time Management• Organizational skills• Conflict Resolution• Oral and written communication• Phone, email and chat room etiquette• Recognizing and Promoting Diversity• Database management ( CIMS, YourCDA, PDS Directory,• Order entry and credit card processing• Bilingual capability

BEHAVIOR:• Cooperation/Teamwork• Respect• Accountability• Responsiveness to Requests• Professionalism Company DescriptionAbout the Council for Professional Recognition The Council for Professional Recognition (the Council), headquartered in Washington, DC, was founded in 1985. The Council promotes improved performance and recognition of professionals in the early childhood education of children aged birth to 5 years and works to ensure that all professional early childhood educators and caregivers meet the developmental, emotional, and educational needs of our nation's youngest children. The Council operates the Child Development AssociateŽ (CDA) National Credentialing Program and administers the CDA credential. The CDA Program is designed to provide performance-based training, assessment and credentialing of early child care staff, who work in all types of early care and education programs - Head Start, pre-k, infant-toddler, family child care, and home visitor programs. The Council sets policies and procedures for assessment and credentialing, publishes the Competency Standards and other materials used for CDA credentialing, administers the assessment, and awards the CDA credential.The CDA is the most widely recognized credential in early childhood education (ECE) and is a key stepping stone on the path of career advancement in ECE. Over 300,000 educators have received their CDAs in preschool, infant/toddler, family child care and home visiting.The Council is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other legally protected status.

Keywords: Council for Professional Recognition, Washington DC, Part-time Bilingual Customer Service Rep, Other, Washington, DC

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