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About the Role

The Shortman Services Representative assists participants with the training and scholarship benefits offered by the Shortman Fund, working under the supervision of the Office Manager and Evening/Weekend Manager.

Responsibilities

Answer phone calls professionally and handle member requests, including during high-volume registration periods.
Provide excellent customer service in face-to-face and phone interactions with participants.
Collect and analyze data to resolve problems in real-time, meeting high-volume standards for customer service and education regarding Shortman Fund benefits and eligibility.
Process eligibility and presumptive eligibility, manage the LMS, V3, and online training fund systems.
Understand course prerequisites and required certifications from the Shortman catalog.
Manage personal inventory of work accumulated through participant interactions, including complaints and inquiries on eligibility and course/seminar requests.
Communicate effectively with members.
Perform other duties as assigned by management.
Ensure assigned instructor grades are entered into the LMS database.
Enter member updates in the V3 database.
Review instructor LMS tasks for completion and accuracy, resolving errors within one week and maintaining an acceptable score.
Maintain LMS and NYS DOL records for the Window Cleaning Apprenticeship program.
Adhere to departmental standards on CISCO regarding Login, Ready State, and Scorecard (quality monitoring).
Prioritize work and meet deadlines.
Demonstrate excellent organizational and prioritizing skills.
Multitask effectively using oral, visual, and tactile senses simultaneously.
Exhibit flexibility with work schedule.
Travel locally to other training sites as required.
Utilize strong oral and written interpersonal skills.
Demonstrate a customer service orientation.
Operate effectively in a fast-paced work environment.
Exhibit excellent listening skills.
Be detail-oriented with excellent organization and communication skills.
Have experience working directly with customers.

Requirements

Demonstrated capability to manipulate and use multiple software programs and macros simultaneously, including Excel, Microsoft Word, and Windows applications.
Typing speed of 40+ words per minute.
Strong analytical, problem-solving, and decision-making skills.

Skills

Spanish fluency
Customer service
Data analysis
Microsoft Excel
Microsoft Word
Windows applications
Interpersonal skills
Organizational skills
Prioritization skills
Multitasking
Communication skills
Listening skills

Location

On-site

Work Type

Full-time
On-site

Experience Level

Entry Level

Education Level

High School diploma or GED

Salary/Compensations

$2,000 additional annual compensation for Spanish fluency

About the Company

Building Services 32BJ Benefit Funds administers Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members.
The mission is to make significant contributions to members' lives by providing high-quality benefits and services.
Core values include Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST).
The Funds oversee and manage $9 billion in assets.
The organization drives innovation, equity, and technology insights using M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, and QlikView.