Member Resource Specialist - Call Center and Front Window Services

Job Title

Responsibilities

Provide excellent customer service by answering high-volume calls and assisting walk-in visitors; address inquiries and route calls to the appropriate staff as needed.

Verify members' eligibility, ensuring all information is current; assist in resolving eligibility or technical issues within the organization.

Update member demographic information and schedule workshops and counseling appointments.

Assist applicants in navigating organizational technology systems and resources, including iCIMS, for employment application purposes.

Communicate with or serve as a liaison to division staff to address customer concerns or other escalated issues.

Input, review, and generate data tracking tools to document services provided.

Ensure accurate training eligibility information is communicated to applicants.

Manage the JSF verification process to confirm JSF eligibility.

Perform additional duties and special projects as assigned by management.

Qualifications

High School diploma or GED required; some college coursework or a degree preferred.

Minimum of one (1) year of administrative, clerical, and/or call center experience preferred.

Strong data entry skills; basic proficiency in Microsoft Word required, and Excel preferred.

Excellent written and verbal communication skills, with strong problem-solving and interpersonal abilities.

Able to initiate communication independently and maintain a professional, pleasant attitude while providing excellent service to members and stakeholders.

Detail-oriented, organized, and able to multi-task, prioritize, and work effectively under pressure.

Ability to work occasional evenings and travel within the NYC area as needed.

Bilingual (Spanish or another second language) preferred.