Certification Coordinator

POSITION SUMMARY

This position supports all certification operations that result in successful customer application support, inquiry, preparation, completion, and recertification activities.  Other responsibilities include communicating the value and benefits of ASQ certification to individuals and to the businesses they support.

RESPONSIBILITIES

• Professionally handles incoming requests from certification customers and ensures that issues are resolved both promptly and thoroughly.
• Works with all Certification internal and external vendors and stakeholders in support of test administration, resolutions, customer cancelations, reschedules and processing of refunds and invoices.
• Efficiently gathers customer information, accesses, and fulfills customer needs, educates the customer where applicable to prevent the need for future contact and documents interactions through contact tracking in AMS / CRM.
• Processes certification and recertification applications – creating customer record in both the AMS and CMS and works with ASQ accounts and receivables for payment and invoice processing.
• Adherers to and exceeds all established ASQE goals and performance measures for customer contact and first-time resolutions.
• Works with all members of the certification operations team (certification, publications, education) in fulfillment of customer orders and gathers VOC in support of Corrective and Preventive action.
• Exercises judgment to approve or decline candidate applications on the basis of established criteria for each examination program. Reviews and verifies or seeks additional input for Six Sigma affidavits in accordance with established requirements.
• Upsells ASQE's Certification products (certification preparation: publications and eLearning) and services and builds strong relationships with internal customers to ensure maximum results for issue resolution for all customers.
• Communicates clearly and sensitively to issues presented by unsuccessful examinees, and responds to challenges, supports appeals, such as lack of preparation, specific conditions encountered at the examination site, exam-taking strategies, and other related concerns.
• All other duties as assigned.

QUALIFICATIONS

• An associate degree or higher in customer experience or relations, education, communications, or related field is and a minimum of up to 3 years of work experience in a customer-focused environment is required. An equivalent combination of education and experience will be considered. Certification related knowledge and fluency in Spanish is a distinctive plus.
• Demonstrated skill in using basic Microsoft applications such as Word, Excel, PowerPoint and applying basic project management tools.
• Must be able to build effective relationships with contractual partners, members, customers, key representatives of other organizations, and ASQ/E business leaders.
• Demonstrated customer counseling and negotiation skills. Requires computer literacy (Word, Excel) and knowledge of AMS or CMS related software is essential.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

Work Condition: Hybrid Work Environment (2+ days in office).

Apply through our job board at asq.org/career/work-at-asq or directly to the position link below.