Client & Data Specialist I

The basic function of the Client & Data Specialist I is to provide responsive client support while ensuring the accurate processing, maintenance, and integrity of Certrec's regulatory and operational data across its software platforms. This position supports clients and internal teams by responding to inquiries, processing service requests, maintaining data and documents, and completing assigned operational workflows. The Client & Data Specialist I reports to the Customer Support & Data Services Manager and works collaboratively with team members to ensure timely, accurate, and consistent service delivery.

Essential Duties

The essential functions of the Client & Data Specialist I include, but are not limited to:

Client Support and Service Operations

• Greet and assist incoming visitors and provide general office support as needed.
• Respond to client and internal inquiries through phone calls, Live Chat, email, and other designated communication channels, providing timely assistance and resolution.
• Monitor and manage the Support shared inbox, including creating, assigning, and updating support tickets.
• Process account and access-related requests, including account unlocks, application re-verification, and related account maintenance activities.
• Review and respond to contact requests submitted through Certrec.com and feedback received through CertrecTV.
• Research and resolve routine service issues, including email delivery errors and bounce-back reports, documenting corrective actions or escalating concerns as needed.

Data Management and Document Processing

• Process, update, and maintain regulatory and operational documents across assigned Certrec SaaS applications, including General Recall, Recall New Build, Recall GRC, and LRS document processing.
• Complete assigned document and data processing activities within the Inspection Training System, Inspection Management System, and License Application, Development, and Tracking (LADT) workflows.
• Perform routine database maintenance, document updates, and periodic quality assurance checks to ensure information remains accurate, complete, and current.
• Source, select, and post relevant news articles and content updates within designated Certrec applications.
• Process and archive training records and support updates to Certrec Academy and CIMS, including correcting outdated references in training materials.

Operational and Administrative Support

• Support internal workflows through document preparation, formatting, and processing of proposals, résumés, contracts, letters, and other materials within TaktixWF.
• Generate reports and maintain accurate records for internal teams and external clients as assigned. Create CATS Groups and assist with guideline workflows to ensure documents and tasks are processed according to established procedures.
• Manage designated file transfer and document-sharing sites used for internal and client exchanges.
• Maintain RegSource email subscriptions through Amazon WorkMail and support other assigned content and system updates.
• Identify and communicate discrepancies, procedural changes, or workflow concerns, including requesting updates to established guidelines when necessary.
• Collaborate with team members to support daily operational priorities, maintain service responsiveness, and ensure timely completion of assigned tasks.
• Perform other duties as assigned to support departmental and organizational goals.

Skills, Knowledge, and Abilities

• Communication Skills:Ability to communicate clearly and professionally, both verbally and in writing, in English.
• Attention to Detail:Ability to accurately process, review, and maintain data, documents, and records across multiple systems.
• Customer Service:Ability to respond professionally to client inquiries, identify needs, and provide timely assistance.
• Organization and Time Management:Ability to prioritize assignments, manage multiple responsibilities, and meet established deadlines.
• Problem-Solving:Ability to identify discrepancies, research routine issues, follow established procedures, and escalate concerns when appropriate.
• Interpersonal Skills:Ability to work collaboratively with internal staff, clients, and team members.
• Computers & Software:Basic working knowledge of Microsoft Excel, Outlook, and Word, with the ability to learn Certrec databases, SaaS applications, and internal tools.
• Adaptability:Ability to transition between client support, document processing, and data management activities based on operational priorities.
• Ability to work independently with appropriate oversight or within a team environment.

Education & Experience Requirements

• Education
  • Required:A high school diploma or higher.
• Experience
  • Required:0–2 years of experience in customer support, data entry, document processing, administrative support, or related operational activities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.