Sr. Records Coordinator

Syracuse, NY
Full Time
State Programs Admin
Entry Level

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 Sr. Records Coordinator to join us in our mission to save lives and prevent injuries.

Position Highlights:

Provide quality customer service to various parties including students, instructors, training centers, and other stakeholders in an omnichannel contact center environment. Assist with complex and/or escalated customer contacts. Provide administrative support for state programs, assuring accuracy and compliance with specific program regulatory and/or contractual requirements. Provide dedicated service to students requiring assistance and/or accommodations following established processes specific to each state program. Use analytical skills to recommend changes to processes to drive efficiency. Navigate multiple NSC and/or state systems accurately ensuring data and process integrity.

What You’ll Do:

  • Professionally handle customer support calls, chat, email and/or other communication, meeting defined performance expectations and contractual regulatory requirements.
    • Follow documented customer interaction flows.
    • Provide specific and unique program information accurately to customers.
    • Apply empathy, listening, and service techniques to defuse situations and avoid contact escalation.
    • Use job aids, reference materials, program training, and apply problem-solving skills to assist customers.
    • Accurately enter customer information into business systems and complete routine transactions.
    • Efficiently communicate through chat and email to research and resolve customer inquiries.
    •  Accurately input student data and process live credit card payments while maintaining data confidentiality.
    • Clearly and concisely document customer interactions with account notes in business systems.
    • Research and resolve complex customer issues/problems and communicate results.
    • Provide Level 2 customer support via escalated phone calls, chat support, and email.
  • Provide administrative support for state programs, assuring accuracy and compliance with specific program regulatory and/or contractual requirements.
    • Complete, audit, track, and report data entry of class schedules and student records into business systems. Contact training centers and/or initiate service tickets to resolve discrepancies.
    • Update business systems financial entries and prepare bank deposits.
    • Process student completion records in business systems.
    • Create and maintain various data tracking sheets.
    • Communicate with training centers, state entities, instructors and/or other stakeholders on a variety of matters verbally and in writing, ensuring promptness, professionalism, and adherence to business writing standards.
    • Support processes and customer communication related to class cancellations, enrollment issues, file corrections, etc.
  • Provide dedicated service to students requiring assistance and/or accommodations following established processes specific to each state program.
    • Handle all customer contacts and processes associated with out of state students.
    • Communicate, with the appropriate level of sensitivity and empathy, with hearing impaired and other special needs students via relay call, email, chat, or other method that accommodates the customer.
    • Assist with requests for reserved seats for support personnel, coordinate hearing impaired interpreters with student registrations, etc.
  • Perform other related duties as assigned.

We’re Looking for Someone with: 

  • High school diploma and at least 1 year of general office or customer service experience.
  • Associate’s degree preferred.
  • Strong customer service and team orientation.
  • Data entry accuracy and integrity.
  • Bilingual (English/Spanish) desired.
  • Experience with Microsoft Office. 
  • This is a hybrid role with three days in the office and two days remote.
  • Salary is $20/hr                                                                                     

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 off 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
  • Student loan pay down
  • Dress for your day

We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

Our hiring process is designed to give you the opportunity to shine at each step. It starts with a pre-screen Wedge interview, where you can introduce yourself and share your experience. 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 an equal-opportunity employer.

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