Credentialing Associate (Customer Service Representative)

About Us:

The Competency & Credentialing Institute (CCI) has been the leader in perioperative certification for more than 40 years, certifying over 40,000 nurses internationally. An industry leader in nursing competency assessment, CCI is the credentialing body for the Certified Perioperative Nurse (CNOR), Certified Surgical Services Manager (CSSM), Certified Perioperative CNS (CNS-CP), Certified Ambulatory Surgery Nurse (CNAMB), Certified Foundational Perioperative Nurse (CFPN), and Nursing Professional Development Advanced – Board Certified (NPDA-BC) credentials.

Job Summary:

The Credentialing Associate serves as a frontline customer service representative for CCI, supporting customers and the organization through phone and email communication during scheduled business hours. This role helps resolve inquiries, provides information about CCI’s services, and ensures a positive experience for all customers.

In addition to remote responsibilities, the Credentialing Associate is expected to travel periodically to professional events on behalf of the organization. While attending these events, they will engage with customers in person and represent CCI in a professional manner, including following travel and expense policies.

This role is ideal for someone who enjoys interacting with people a lot in their daily job, working collaboratively with a team of other employees, and contributing to a mission-driven organization. Candidates should be comfortable with both virtual and in-person work settings.

Roles & Responsibilities: 

• Supports CCI candidates and certificants by answering inbound calls and emails. Takes the necessary action to achieve customer satisfaction.
• Provides courteous, professional support in a manner that consistently meets or exceeds customers’ expectations.
• Processes product orders, payment information, credit card transactions, and quality control procedures.
• Updates records when changes occur and performs candidate registration entry and file maintenance within CCI’s various programs.
• Assists with the review of candidate applications for eligibility and completeness, and contacts customers when necessary to complete the application process.
• Assists with audit processes.
• Answers questions concerning all aspects of the certification/recertification process.
• Provides backup fulfillment duties.
• Coordinates data transmission between CCI and the testing agency (e.g., appointment scheduling updates).
• Initiates and maintains a consultative/collegial relationship with peers, staff, volunteers, and other business entities.
• Participates in orientation of new staff members.
• Performs other duties as assigned.
• Some travel required (annual in person staff meeting and conference attendance throughout the year)

Required Skills & Abilities:

• Excellent written and verbal communication skills with the ability to explain technical details to non-tech savvy customers.
• Strong analytic, problem solving, and research skills to sufficiently address issues even if the solutions aren’t immediately obvious.
• Consistent availability during CCI’s high volume contact season (mid-December to February).
• Self-motivated, with prompt and responsive communication, especially within the credentialing team.

Education & Experience:

• The ideal candidate will have a combination of education, training and experience that includes a minimum of two (2+) years working experience in a customer service-related position.
• Associate degree preferred but not required.

Will consider hiring in Colorado, Georgia, Texas, Idaho, Minnesota, and Michigan 

Competency & Credentialing Institute is dedicated to the principles of Equal Employment Opportunity.  The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race (including, but not limited to, hair texture and protective hairstyles), color, religious creed, age, sex, sexual orientation, gender, gender identity and expression, national origin, citizenship status, ancestry, marital status, medical condition (as defined by applicable law, e.g., cancer or genetic characteristics), physical and mental disability, pregnancy (including childbirth and related medical conditions), military service, veteran status, genetic information, or any other protected status in accordance with all applicable federal, state, and local laws.