Job title: Customer Service Representative (NQ212/2698)
Company: National Technical Systems
Job description: NQA, Inc. is a third party registrar and the premier provider of management support services to a broad range of industry sectors including Aerospace, Automotive and Telecommunication. Our long history of providing management system services has made us a recognized leader in the ISO Standard based arena, as well as one of the nation’s larger 3rd party registrars. NQA currently has multiple offices in the USA, and continues to grow.
RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
The function of the Operations department is to:
- Ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded
- Process customers through the certification process
Job Purpose
- Proactive Client contact
- Aid in maintenance of various reports of status
- Create and maintain EQM
- Responsible for complex clerical assignments following established procedures
- Secures information from various sources in production of reports and listings
- Interacts with clients in a professional manner to provide assistance when needed
- Process customers through the certification process
- Maintain client accounts
- Translation
Qualifications and Experience
- High school diploma or equivalent. 2-3 years related Customer Service experience
- Ability to communicate clearly and concisely in French
- Able to effectively translate technical reports from French to English or English to French.
- Knowledge of ISO 9001 and related ISO registration/certification schemes
- Knowledge of Microsoft Office and EQM computer programs
- Excellent administrative, communications and client telephone contact skills are essential
Principal Tasks:
These individuals will be responsible for the primary Client support for all divisions from the point of management service agreement. Once appointed these accounts will remain under the support of the assigned Client Support Representative until reassignment becomes necessary. The specific duties of the Client Support Representatives are as follows. Each activity requires ability to translate to English and / or French for the office as needed.
The specific duties of the Client Support Representatives are as follows. Each activity requires ability to translate to English and / or French for the office as needed.
Day to day maintenance and security of assigned Client files
Development of new assigned Client files
- Contract Review (possible technical review/input may be required)
- Scope statement development
- Preliminary activity schedule development
Direct support of assigned Client requirements & needs
- Questions and answers
- Requests and inquires
- Updates information and new developments
- Provides client notifications of activities
- Levels of Client satisfaction
- Use of Registration and NQA Logo
- Tracking and administering Customer Complaints and associated C/PAR’s
Maintenance of Client Registration
- Provides Transmittal or activity information
- File reviews (unless as defined by accreditation schemes)
- CAP “chasing” & reviews
- Conducted Reviews
- Support other cell or company initiatives related to the client
- Provides input to the Blue List as appropriate
- Support program management efforts as appropriate
- Certificate Maintenance
Financial Support
- Assist in Invoicing Clients (annual registration, pre-activity, re-bill expenses)
- Client collections
CORE REQUIREMENTS:
- Excellent communication skills
- Works well as a team member as well as individually
- Detail oriented and well organized
- Excellent verbal and communication skills
- Willingness and ability to problem solve and expand technical skills
- Support continuous improvement with the customer service group
- Flexible and willing to take on other duties as assigned
MINIMUM EDUCATION AND EXPERIENCE:
- High school diploma or equivalent.
- 2-3 years of customer service related skills
- Knowledge of Microsoft Office and EQM computer programs (database awareness)
NTS TRAINING REQUIRED:
- Any and all training will be provided
WORKING CONDITIONS:
Office Environment; occasional travel may be required
PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; climb stairs; balance; stoop; kneel; crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
POLICY STATEMENT It is the policy of NTS to offer Equal Employment Opportunity to all individuals without regards to race, creed, ancestry, color, sex, gender identity, sexual orientation, marital status, age, national origin, physical disabilities, pregnancy, childbirth, and related medical conditions. This policy applies to all personnel actions including hiring, promotions, compensation, training, layoffs, recalls, and terminations.
Employees are eligible for transfers after serving at least six months in their present position and must have received a “satisfactory” rating in a recent performance review.
Employees on written warning or disciplinary probation, and temporary employees, are not eligible for consideration on internal transfers.
Equal Opportunity Employer M/F/D/V
Expected salary:
Location: Acton, MA
Job date: Sun, 29 Oct 2023 06:39:22 GMT
