• Workplace Safety
• Roadway Security
• Impairment

Coordinate training affiliate and instructor activity and attend to daily operations of state programs. Orchestrate new and renewed contract agreements with training facilities for in-person training. Design training schedules. Review and qualify training affiliate applications/renewals. Review and qualify prospective instructors; coordinate the processes to maintain active authorized instructors. Determine eligibility, register and review prospective instructors, schedule instructor development and continuing education courses, order course materials, recommend authorization, and monitor instructor renewal schedule. Draft written correspondence to provide information or to address regulatory compliance issues. Process paperwork from in-person classes. Conduct new business and current account management calls to promote program and revenue growth.

Customer Service - 35%

• Answer incoming telephone calls from multiple calling queues in a call-center environment includingproviding program and schedule information; researching and resolving complex enrollment/completion problems; registering students into classes; processing live credit card payments; screening and routing calls if necessary.
• Provide Level 2 customer support via escalated phone calls, Jabber chat support, and email.
• Research and resolve complex problems relative to customer payments and input adjustments as needed in multiple computer systems.
• Draft and submit written correspondence to customers and outside entities such as state agencies, courts, probation officers, etc. as requested.

Training Center/State Program Support - 65%

• Provide prompt and courteous administrative support to DMC program staff, training affiliates, instructors, and drivers. Maintain current knowledge of regulatory requirements; assure excellence and compliance at all levels of program service.
• Review and qualify instructor applications; obtain state agency approval; enter instruction information, product orders, and subscription orders into computer systems.
• Review and qualify training affiliate applications; process appropriate paperwork to the state agency and obtain approval; enter instructor information and subscription orders into computer systems.
• Maintain state agency licensing for training affiliates and instructors, meeting all state renewal timelines.
• Monitor training affiliate and instructor renewal processes; monitor outstanding renewals, initiate follow-up action on delinquent accounts.
• Process product orders from training affiliates with attention to detail and fee structures; track orders through completion. Resolve order issues as needed.
• Process class schedules; audit class paperwork; batch class records and financials; run reports to balance. Contact training affiliates to collect payment as needed
• Work cooperatively with program staff to develop and maintain the current manual of rules and procedures for schools and instructors.
• Communicate by phone and email with customers, state agencies, facilities, and instructors on a variety of matters. Provide program information; research and resolve enrollment and completion inquiries.
• Schedule and coordinate all aspects of Instructor Development Courses & Continuing Education Courses.
• Provide administrative support to program management as regards marketing, development and revisions of forms and procedures, correspondence, report writing, etc.
• Initiate outgoing account management calls to solicit feedback, touch base on service, obtain repeat product orders, and earn new business through consistent communication.
• Provide general feedback from customers and instructors about potential and current program administration, service, and NSC guidelines to the team.
• Initiate contracts with training location facilities and vendors for direct training, obtaining state agency approval as needed.
• Prepare monthly schedule of classes and complete all direct training contractual compliance items within deadlines, including, but not limited to: payment to instructor and contract agency, reporting, etc.
• Perform other operational, and administrative duties as assigned.

• Associate's degree and 3-5 years of relevant experience OR Bachelor's degree and at least 2 years of relevant experience.
• Proficient with Microsoft Outlook, Excel, Word, and Powerpoint
• At least 2 years of relevant customer service or call center experience preferred
• Requires basic knowledge and experience in own discipline; still acquiring higher-level knowledge and skills.
• Solves a range of straightforward problems.
• Analyzes possible solutions using established processes.
• Receives close-to-moderate level of guidance and direction.
• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Professional and pleasant telephone manner.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Strong customer service and team orientation.
• Data entry accuracy and integrity.
• Is accountable for technical contribution to project teams.
• This is a hybrid position.
• The hourly rate for this role is $21.75

• At least 20 PTO days accrued 1^st 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