Shortman Services Representative

Job Description

Job Description

Job Code
331

Department Name
Thomas Shortman Fund General Admin

Reports To
Manager, Training Operations

FLSA Status
Non Exempt

Union Code
53A

Management
No

Work Schedule : Monday-Friday 11:00am-7:00pm

Work Arrangement:  While the Funds offers a Friday remote work option for eligible roles, this role requires an on-site presence on Fridays.

Bilingual Differential:  Additional Annual Compensation for Spanish fluency: $2,000/annually

About Us:

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $9 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

For 2025 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Summary:

Under the supervision of the Office Manager and Evening/Weekend Manager, Shortman Services Representative  works as a service representative for the Shortman Fund to assist participants with the training and scholarship benefits offered by the Fund.

Essential Duties and Responsibilities:

1. Answering phone in a professional manner and fielding member requests including high volume Course Registration periods

1. Providing excellent customer service in face to face and phone interactions with participants

1. Collecting and analyzing data/information to resolve a problem in real time, at high volume standards to provide customer service and education to participants in regards to Shortman Fund benefits and eligibility issues

1. Displayed proficiency in or ability to learn processing systems: eligibility and presumptive eligibility process, LMS, V3, and online training fund systems

1. Knowledge of course prerequisites and required certifications as outlined in Shortman catalog

1. Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility and course/seminar requests

1. Ability to effectively communicate to members

1. Perform other functions as necessary or assigned by Management

1. Ensures assigned instructor grades are entered into LMS database

1. Enter member updates in V3 database

1. LMS QA Score: Review instructor LMS tasks for completion and accuracy; ensure errors are resolved within one week. Maintain acceptable score.

1. Maintain LMS and NYS DOL records for the Window Cleaning Apprenticeship program

1. Maintain departmental standards on CISCO regarding Login, Ready State and Scorecard (quality monitoring).

1. Ability to prioritize work and meet deadlines

1. Excellent organizational and prioritizing skills

1. Strong ability to multitask using oral, visual and tactile senses simultaneously

1. Flexibility with work schedule

1. Ability to travel locally to other training sites as required

1. Strong oral and written interpersonal skills

1. Demonstrated customer service orientation

1. Ability to effectively operate in fast-paced work environment

1. Excellent listening skills

1. Detail oriented with excellent organization and communication skills

1. Experience working directly with customers

1. Performs other functions as necessary or as assigned

Qualifications (Competencies):

• A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, and Windows applications

• Typing 40+ words per minute

• Strong analytical, problem solving and decision-making skills

Soft Skills (Interpersonal Skills):

Education:

High School diploma, GED or equivalent experience!! Call Center experience and Customer Service background is a plus

Language Skills:

Fluently read, write and speak Spanish and English. 

Additional language(s) abilities a plus

Reasoning Ability:

High

Certificates, Licenses, Registrations:

None

Shift

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
• Over 2/3 of the time: Talking or Hearing
• 100% of the time: Using Hands

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.