National Council for Mental Wellbeing Hiring for Client Support Representative at Remote Full Time

Organization Overview

The National Council for Mental Wellbeing (National Council) is the unifying voice of America’s community mental health and addiction treatment organizations. A not-for-profit 501(c)(3) association, the National Council for Mental Wellbeing’s mission is to advance our members’ ability to deliver integrated healthcare. Together with our 3,200 member organizations, we serve our nation’s most vulnerable citizens — more than 10 million adults and children living with mental illnesses and addiction disorders. We are committed to ensuring all Americans have access to comprehensive, high-quality care that affords every opportunity for recovery and full participation in community life. The National Council introduced Mental Health First Aid USA and more than 2 million Americans have been trained.

The National Council’s Mental Health First Aid department leads a ground-breaking program with over 2 million Americans trained to date, that teach people how to recognize and respond to mental health substance use challenges. Demand for this program comes from an ever-growing base of stakeholders across the country and aligns with the National Council’s full portfolio of public education, technical assistance, and policy activities intended to promote healthy minds and strong communities.

The National Council is an equal opportunity employer. We embrace diversity and commit ourselves to create an inclusive environment for everyone.

Position Summary

The Client Support Representative will work under the direction of the Manager, Client Support to provide day-to-day support of Mental Health First Aid operations and its clients. Working as part of the Client Care Department, you will respond to inquiries, questions, and general feedback inquiries through our internal ticketing system and by phone. You will also provide technical assistance to Instructors and Coordinators on our Learning Management System (LMS), process requests from all audiences, and escalate inquiries across communication channels. The Client Support Representative is required to maintain a professional, encouraging, and empathetic attitude toward clients.

We offer two remote work shifts for this role: 8:30 AM to 5:00 PM Eastern Time Zone (ET) or 11:30 AM to 8:00 PM ET. For those choosing the later shift (11:30 AM start), please note that there will be occasional training days, particularly during onboarding where your training occurs during the 8:30 AM to 5:00 PM shift, so you will flex your work schedule on those days. Please indicate your preferred shift in your cover letter and/or to the recruiter.

Responsibilities

• Act as the first point of contact for MHFA client audiences (i.e. Instructors, Coordinators, First Aiders, and the general community) with inquiries about Mental Health First Aid products
• Respond to inquiries related to all MHFA products while maintaining an encouraging, empathetic, and professional attitude toward clients and ensuring client satisfaction
• Communicate with clients through various channels including but not limited to email and phone
• Receive and respond to tier 1 service inquiries within one business day and answer or triage level 2 and 3 inquiries to ensure resolution within two business days
• Provide routine feedback on the efficiency of the client support processes and assist in the implementation of improvements and enhancements
• Provide basic technical assistance to clients across the learning management system
• Contributes to enhanced support strategies and personalized technical assistance across system platforms
• Other duties as assigned by departmental leadership

Required Qualifications

• 1-3 years of experience in superior customer service and/or help-desk support
• Bachelor’s degree or additional equivalent professional work experience
• Technical experience using a CRM database and/or Learning Management System (LMS) or other comparable systems
• Experience providing basic technical assistance to end users on using systems
• Outstanding customer, interpersonal, and written communication skills
• Ability to interact with internal and external stakeholders at all levels with professionalism and diplomacy
• Proficiency with Microsoft Office Suite products
• Exceptional organizational and time management skills with high attention to detail
• Proven ability to work effectively as a member of the team to achieve results
• Problem-solving and investigative skills as they relate to technical assistance and resolutions
• A flexible and adaptive approach to task management
• Ability to maintain a productive attitude when customers provide critical or unsatisfied feedback
• Specialization in mental health education or supporting curriculum-based questions is a plus

National Council is an Equal Opportunity/Affirmative Action Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

National Council uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please contact the Department of Homeland Security at 888-897-7781 or visitwww.dhs.gov/everify.