Administrative Aide needed for customer service for the Center for Practice Innovations (CPI) and user support on CPI's Learning Management System (LMS).
The CPI works with state agencies, local government agencies, and over 1,000 provider agencies across NY State. Its mission is to promote the widespread availability of evidence-based practices to improve mental health services, insure accountability, and promote recovery oriented outcomes for consumers and families. To help promote training in evidence-based practices, the Center uses a learning management system, which is a web-based e-learning platform used to administer, document, track and report training.
This position requires a highly organized individual with excellent customer service and administrative skills who relates well to a diverse group of the public including, but not limited to, consumers of mental health services, family members, researchers, senior executives, trainers, clinicians, administrators, and service vendors.
Clear communication is vital to this role as this is PRIMARILY a customer service position wherein the individual will connect through telephone and email with potential and current users of CPI's LMS and other services. Desirable candidates must demonstrate the ability to listen actively and quickly assess the needs of LMS users with regard to general inquiries about the Center, the LMS and CPI's upcoming trainings.
Incumbent must be extremely personable and possess excellent communication (both verbal and written) skills. Must provide excellent customer service, exhibit strong follow through, establish and maintain effective working relationships with staff and end-users.
Primary duties also include providing technical assistance services and managing the resolution of LMS issues. These may include resolving incidents, processing requests, updating data bases, providing support to learners who access training and register for events, investigating and resolving customer concerns, data entry, and preparing spreadsheets. Incumbent will also provide administrative support to the Center by, ordering supplies, processing pay orders, basic accounting, helping to organize meetings, and other duties as assigned.
- Bachelor's degree and experience required
- MUST have at least one year of recent experience in customer service
- Applicants MUST be proficient in Microsoft Office Suite: Word, Excel, Outlook and PowerPoint
- Requires demonstrated strong written and verbal communications skills.
At least two to four years of overall current and consistent customer service work experience