Client Associate

Virtual Inc. is looking for a Client Associate to work within our Regulatory team! Responsibilities and duties include working with the team to provide exceptional positive customer service to Virtual's clients and applicants. This role's primary responsibility is to respond to applicant email, phone, and web inquiries in a professional and timely manner. This position requires an in-depth knowledge of the department process and procedures and will assist coordinators with special projects on an as needed basis. This position is based in Nashville as a hybrid (remote and in-office) opportunity. This individual will need to be in the office for training and thereafter occasional 1-2 days a week, as required.

YOU'LL GET TO...

• Answer incoming candidate calls promptly during shift. Must be able to communicate with applicants in English by phone and written correspondence.
• Respond to candidate inquiries via telephone in accordance with printed and online instructions.
• Respond to all candidate voice mails and emails within one (1) business day.
• Assist in the correction of candidate email, name, and/or address changes.
• Assist candidates with account registration and web site navigation.
• Answer candidate inquiries regarding account status, miscellaneous documents received, processing times, and score inquiries.
• Research and explain payment history (balances due, examination fees, credits, etc.).
• Record candidate inquiries and responses in the candidate's online account page.
• Serve as a quality control agent, informing department manager of any recurring issues and/or ideas for decreasing call volume.
• Assist coordinators with special projects (preparing board boxes, creating reports, processing scanned documents) as requested and time allows.
• Inform department manager of any inaccurate or outdated information on the Customer Service FAQs or website.
• Handle documents considered confidential in a secure manner
• Other duties may be assigned

WE'RE LOOKING FOR SOMEONE WITH:

• 1-2 years customer service experience
• Excellent customer service and interpersonal skills
• Computer proficiency, specifically with MS Office Suite
• Professional phone manner
• Internet service if working remotely

The target hiring hourly rate for this role is $16 USD. The starting base salary will be determined based on skills, experience, location, and other job-related factors. In addition, our total rewards package includes a robust medical, dental, and vision insurance plan (free option available for individuals); generous short- and long-term disability, supplemental life insurance, health care and dependent care, Flexible Spending Accounts, 401(k) savings match, paid parental leave, financial planning workshops, pre-paid legal plan, discretionary annual bonus and merit increase, and unlimited paid vacation time.

ABOUT VIRTUAL INC.

Virtual is a professional services firm that provides strategic advisory and execution services for standards organizations, technology consortia, associations, professional societies and advocacy groups that are forming, growing or changing. We help our clients make their mark on the world every day! These global clients include organizations led by Google, Facebook, Microsoft and more. We also service organizations that are tackling some of the biggest problems in the world today, from eating disorders, to space travel to noise pollution.

Headquartered in Wakefield, MA with offices in Nashville, TN, Reston, VA, and Ottawa, ON, Virtual also brings together a remote workforce from all over North America. Founded in 1999, Virtual's innovative and inclusive culture is the driving force behind our success and continued growth. We are proud to be recognized in the Best Places to Work list! Living our values on a day-to-day basis is real. Not just a poster on the wall. Virtual's core values include trust, respect, inclusion, innovation, service excellence, empowerment, teamwork, generosity, and fun.

To learn more about Virtual's culture and benefits offerings, check out our .

Virtual Inc. is an Equal Opportunity Employer.