Shire Veteran Jobs

The National Registry Spanish-Speaking Customer Experience Specialist serves as a primary point of contact for our Spanish-speaking stakeholders in need of translation services. They assist current and potential certificants in navigating the website, submitting documents, and answering policy questions related to all phases of the certification and recertification process. This position reports to the Customer Experience Supervisor.

Fulfilling our mission and becoming the best place to work demands a defined culture{target="_blank" rel="noreferrer noopener"}. Culture speaks to how we are together. Culture is the beliefs, values, priorities, expectations, behaviors, and practices that guide daily interactions, thinking, decisions, and actions. When working at the National Registry the expectation of culture is as follows: 

• Never stop learning - Working at the National Registry is a decision to lead, learn, grow, and improve.  
• Responsibility and Privilege - Working at the National Registry should be an exceptional experience. We view working here to be a great privilege and responsibility.  
• Environment is welcoming - We endeavor to create a welcoming, fun, friendly, and inclusive environment. 
• Morals, Accountability, and Character - We each accept responsibility for how we show up, meet challenges, and respond to setbacks. 

• Teamwork - We become a team when we see beyond our egos, actively engage with others, and collectively work together for the good of the organization. 

   

Essential Functions are listed below; other duties may be assigned:

Stakeholder Support

• Manages large amounts of inbound and outbound calls/emails/messages in a timely manner.
• Provides translation services to Spanish-speaking stakeholders.
• Follows communication "scripts" when handling different topics.
• Identifies customers' needs, clarifies information, researches every issue and provides solutions and/or alternatives.
• Builds sustainable relationships and engages customers by going the extra mile.
• Frequently attends educational seminars to improve knowledge and performance level.
• Meets personal/team qualitative and quantitative targets.
• Provides pertinent policy and process information to registrants, candidates and stakeholders calling National Registry.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests to Level 2 support as required.
• Keeps equipment operational by following established procedures and reporting malfunctions.
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintains a professional composure at all times.

Administrative Tasks

Processes emails, faxes, documents

Serves as a liaison between the customer experience team and other teams within the organization to encourage cross team communication.

Keeps accurate records of all conversations in our database in a comprehensible way.

Takes part in training and other learning opportunities to expand knowledge of company and position.

Updates job knowledge by participating in educational opportunities.

Assists with th