Certification & Client Experience Coordinator – WBENC, New England

Location: New England with ability to travel as needed throughout the region. Preference will be given to candidates located in Northern Connecticut, Western Massachusetts, New Hampshire, or Rhode Island. This is a hybrid position requiring on-site presence as needed and upon request.

Reports To: Certification & Client Experience Manager - WBENC New England

The Center for Women & Enterprise (CWE) is an economic empowerment nonprofit founded in Boston in 1995, dedicated to helping entrepreneurs, particularly women and veterans, turn their visions into reality.

Through tailored education, strong networks, and improved access to markets, CWE unlocks the potential of small businesses to create meaningful economic impact. As a recognized partner for women and veterans, we combine data, innovation, and community to uplift entrepreneurs.

CWE operates the largest cluster of Women’s Business Centers in the country across Massachusetts, New Hampshire, Rhode Island, and Vermont, providing educational resources funded in part by the U.S. Small Business Administration. The Veterans Business Outreach Center of New England (VBOC) supports veterans in launching and growing businesses in the region. As a Regional Partner Organization of the Women's Business Enterprise National Council (WBENC), CWE also facilitates certification for woman-owned businesses while fostering connections for business development with corporate members.

Position Summary: The Certification &Client Experience Coordinator– WBENC New England supports the WBENC certification administration and program delivery across New England including Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont. The incumbent will maintain and support a network of WBENC-certified businesses throughout New England; assist with coordination of programs, events, and volunteers; and manage data and program compliance under direction of the Certification & Client Experience Manager – WBENC, New England.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

Client Service

• Handle technical/customer service questions.
• Conduct WBENC Certification site visits.

Certification Processing & Data Management

• Handle confidential sensitive proprietary information to process WBENC & federal WOSB certification applications following WBENC National compliance timelines.
• Perform administrative functions i.e., data tracking, meeting notes.

Program & Event Support

• Host pre-scripted monthly webinars.
• Attend and assist with coordinating WBENC-related events (i.e.: matchmakers, networking events, webinars, meetings).
• Support recruitment, training, and coordinating volunteers.
• Support CWE-WBENC Manager and Senior Director of Programs with corporate relations & event tasks as needed.

Outreach and Marketing

• Create and disseminate a monthly newsletter sent to 600+ WBENC-certified businesses.
• Handle communication with businesses considering certification and businesses who need to renew their certification with an eye to expanding and retaining our local network.

Work with WBC Team & Partner Organizations

• Collaborate with CWE’s staff, volunteer committees, and external community groups to offer consistent programs collaboratively.
• Assist Senior Director of Programs with calendar management and other tasks as needed.
• Related duties as assigned

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
• Communications Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Cooperation Displays positive outlook and pleasant manner. Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts. Works cooperatively in group situations.
• Customer Service Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Diversity Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
• Job Knowledge Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Problem Solving Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability: Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

Mathematical Ability: Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

• Microsoft Office Suite
• Video conference and webinar software, i.e. Zoom
• Constant Contact

Visual: The employee is required to routinely read documents and reports for understanding, write such reports, utilize the computer for the creation of graphics, marketing materials, and social media content. Color, size, and shape distinctions are integral to the position.

Nature and Purpose of Public Contact: Relationships with co-workers, service recipients, funders, and other members of the public. These involve frequent explanation, discussion or interpretation of practices, procedures, regulations, or guidelines to render service, plan or coordinate work efforts, or resolve operating problems. More than ordinary courtesy, tact, and diplomacy may be required.

Certificates and Licenses: Required to have and maintain a valid Driver's License.

Work Environment and Physical Demands: This is a remote position, and the employee is responsible for maintaining a workspace that allows them to perform the essential functions of the role. In alignment with our commitment to inclusivity, reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. To be successful in this position, the employee must be able to engage in frequent digital communication and keyboarding, review on-screen documents, and participate in video or phone conferencing. While the work is primarily stationary, the role may occasionally require the ability to move about or adjust positions to facilitate various work-related tasks.

Employment Eligibility and Scope

All applicants must be legally authorized to work in the United States, as CWE is unable to provide visa sponsorship.

Please note that this job description is intended to provide a general overview of the position and is not an exhaustive list of all duties, responsibilities, or standards. Employees will be expected to follow any other instructions and perform related duties as assigned by their supervisor to support the evolving needs of the organization.

CWE provides a robust benefits package designed to support your well-being and work-life balance. We offer a variety of health plans with CWE covering 75% of premiums, along with Dental and Vision insurance. Our benefits also include fully paid life and disability insurance, 401(k) eligibility starting on your first day, and generous time off, including 3 weeks of vacation for new employees.

We believe in investing in your future, which is why we provide tuition reimbursement up to $1,500. At CWE, we celebrate flexibility and empower our employees to collaborate with their managers to create schedules that benefit our clients, staff, and the organization. Additionally, our innovative flex-time policy allows for 4 hours of self-care each week.

This full-time, exempt position offers you the opportunity to thrive in a supportive environment while contributing to our mission.