13 October 2021
Certification Coordinator

Certification Coordinator
Doral Area
Job Description  
Responsible for entering, verifying, qualifying, vetting, verifying and confirming all Certification applications to the appropriate eligibility standards. Provide customer service support by answering high volume email and voice mails. 
Duties and responsibilities/essential function
  • Accurately record customer data in Customer Relationship Management (CRM) System;
  • Review, qualify, verify and vet all Certification applications, including initial applications, renewals, and recertification to the appropriate eligibility standards. Must be able to meet weekly deadlines;
  • Assist international partners with exam preparation including, and reviewing candidate lists;
  • Work closely with Exam Logistics personnel in the shipping of exam materials and the fulfillment of credentials;
  • Work closely with the accounting department to create international quotes for cost estimates;
  • Continuously monitor agent account activity to ensure compliance with company standards providing education and training as required;
  • Follow up with customers who have incomplete applications (i.e. missing qualifying work experience, testimonial, employment verification, etc.);
  • Follows up on customers pending applications (reviews weekly);
  • Data entry of qualified applications, update customers’ records, including uploading of documents;
  • Process exam reschedules: review account, determine eligibility, perform reschedule, reprint confirmation letter, send to customer and file application; and
  • Process cancelations: review accounts, determine eligibility, submit adjustment orders and file applications. 
Customer Service:
  • Handle high volume of incoming emails by responding promptly, professionally and courteously;
  • Handle correspondence (i.e. emails and voice messages) in a timely manner;
  • Assist walk-in customers; and
  • Document customers’ records accordingly.
Required Qualifications include:
  • High school diploma or equivalent;
  • Ability to be professional and have a positive attitude;
  • Ability to be detail oriented with excellent organizational skills and self-motivated;
  • Ability to multi-task and prioritize multiple assignments while maintaining constant level of high quality;
  • Ability to analyze and formulate a plan of action to complete a task in a timely manner;
  • Ability to follow written and established procedures;
  • Possess strong written/oral communication skills using both email and telephone communications;
  • Have the capacity to handle sensitive situations in a positive manner;
  • Ability to be confident with customer interactions using both email and telephone communications;
  • Possess excellent basic computer skills (Microsoft Office, Excel) and perform data entry with speed and accuracy;
  • Possess a strong commitment to learning and willingness to take on additional responsibilities as necessary;
  • The ability to be a strong team player and work with multiple employees to achieve deadlines; and
  • The ability to deal with confidential information and/or issues using discretion and judgment.
Preferred Qualifications include:
  • Associates or bachelor’s degree;
  • Microsoft Dynamics experience;
  • Non-profit and/or association experience;
  • Previous customer service experience;
  • Familiarity with MS PowerPoint a plus; and
  • Bilingual
Working conditions
  • Must be able to utilize office equipment such as desktop/notebook computers, copiers, printers, scanners, telephones, and calculators;
  • Must be able to work occasional overtime;
  • Must be able to build relationships with third-party business partners;
  • Must be able to learn company certification standards and ensure applicants meet minimum requirements; and
  • The noise level in the work environment is usually moderate. 
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