Description
Position Title: Bilingual (Spanish) Member Services Associate - Non-Profit
Status: Temporary: 6 months
Location: New York City, New York, Zip 10115 – On-site (5 days in the office)
Hours: Mon – Fri, 8:30 am - 4:30 pm with potential overtime
Pay: $31/hr
Job Summary
The Member Services Associate is the first point of contact for members and customers, performing all tasks related to orders, records, and contributions with the intent of resolving all requests without handing off to others. They maintain complete and accurate records in NetSuite and deliver a high level of customer service whether answering general inquiries or resolving complex issues. The role manages and processes all literature orders, creates and updates records, issues orders, handles credit card contributions, and processes customers' invoices in a timely, accurate, and efficient manner. Must be Bilingual (written and spoken in Spanish) and capable of providing receptionist coverage when needed.
RESPONSIBILITIES
NetSuite/Administrative
- Maintains accurate group and individual records in NetSuite; creates accounts and updates tax-exempt info as needed.
- Logs correspondence, phone calls, and e-mails to avoid duplication.
- Maintains a monthly account of department work and electronic pending folders.
- Processes department mail and research/resolve all returned mail for Operations.
- Manages and digitally files all completed orders and pick packs. Edits literature orders as requested.
- Researches group and member info in NetSuite to process credit card contributions. Ensures accuracy of contributions.
- Manages and maintains productivity logs in Excel/NetSuite.
- Complete additional projects as needed.
Member Services Support
- Responds to members' inquiries related to Group, Area, and District records. Updates GSO entities and IGCO records.
- Processes credit card contributions; provides quotes, product pricing, quality, and availability.
- Generates invoices and contribution acknowledgement letters. Verifies outgoing invoices for accuracy.
- Handles incoming correspondence from the B2B and B2C online stores.
- Assists new registrars with process questions; provides training on system use.
- Oversees credit verification of all orders to be billed to an existing customer account.
- Researches and processes credit memos, debit memos, and return authorizations according to established procedures.
- Reviews and verifies fulfillment and backorder reports.
- Fulfills orders in NetSuite; communicates with warehouse and customers.
- Provides timely updates to Member Services Manager on service failures and customer concerns.
- Backup assistance to front desk as needed.
Warehouse/ Shipping / Issue Resolution
- Reviews, approves, and transmits orders to warehouses for shipment.
- Researches and verifies shipping information against the warehouses' picking slips and database.
- Investigates order issues and collaborates with appropriate personnel to resolve them.
- Researches warehouse picking errors; submits “picking errors” and “re-ship” requests to ensure issue resolutions.
- Manages and maintains a detailed error log report to determine the percentage of warehouse errors.
- Updates and distributes error log and misprint reports monthly to the manager.
Required Skills / Abilities
- Proficiency in Microsoft Word, Excel, and Outlook. Knowledge of NetSuite preferred.
- Ability to learn new systems and programs.
- Excellent customer service, communication, interpersonal, organizational, mathematical, and problem-solving skills.
- Excellent typing and data entry skills.
- Ability to multi-task and prioritize assignments.
- Must be detail-oriented with the ability to work in a team, independently, and under pressure.
- Exceptional time-management skills.
Education / Experience
- Associate degree or relevant studies or relevant practical experience.
- 2+ years’ experience in customer service required.
- Accounting experience is a plus.
- Bilingual English/Spanish is required.
- Bilingual English/French is preferred.
Physical Requirements
- Availability to work in person five days per week.
- Verbally communicate over the phone daily.
- Sit at a desk for a 7-hour workday with breaks.
- Use a computer, typing, and using software.
- Read and interpret data on a computer screen for extended periods.
- Ability to work in an indoor office setting with controlled climate conditions.
- Tolerance to moderate noise levels typical of an office setting.
Assessment tests will be given at the in-person interview. Tests will include:
- Responding to sample emails in English & Spanish.
- Creating a table in excel with given data & using basic formulas to answer 3 questions.
- Be able to give detailed examples of when you had to learn new technology or a software system.
- What strategies do you use to learn new systems quickly?
- Provide your experience with data entry and maintaining databases and how did you ensure accuracy?
- Tell me about the most difficult caller/customer/guest you’ve worked with; how did you handle it?
- Tell me about your experience working on a team and what role you usually play in a team.
Benefits:
We offer eligible employees competitive pay and access to a range of benefits and support programs based on assignment type, schedule, length of employment, and eligibility requirements, including medical, dental, vision, prescription coverage, short-term disability, 401(k), employee assistance, childcare assistance, discounts, paid holidays, and longevity bonuses. Depending on the benefit, cost may be paid by the Company, the employee, or shared between both.
EOE:
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.
