Member Services Associate (Bilingual required)

About Alcoholics Anonymous

Founded in 1935 Alcoholics Anonymous World Services (AAWS) is a 501(c)3 non-profit organization and an international fellowship of people who have had a drinking problem. The Alcoholics Anonymous fellowship is nonprofessional self-supporting multiracial apolitical and available almost everywhere. The General Service Office (GSO) in the Morningside Heights neighborhood of New York City employs approximately 97 people (both alcoholic and non-alcoholic) and serves over 1.3 million members in the U.S. and Canada.

Our mission at the GSO is to support carrying the message of Alcoholics Anonymous to the still-suffering alcoholic by providing services to A.A. members groups and others; publishing and distributing A.A. literature preserving A.A. history and sharing A.A.s collective experience. Not only is our team incredibly mission-driven but also tremendously supportive of each other as both colleagues and individuals.

Job Summary

The Member Services Associate is the first point of contact for A.A. 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 resolves order issues handles credit card contributions and processes customers invoices in a timely accurate and efficient manner.

This is a great opportunity for a bilingual (Spanish-English) professional who passionate about supporting a mission driven organization. The role is ideal for someone who enjoys problem-solving values precision and takes pride in consistently delivering exceptional customer service to make a meaningful impact.

Responsibilities

NetSuite/Administrative

• Maintains accurate group and individual records in NetSuite; create accounts for AA and non-AA entities and update tax-exempt information as needed.
• Logs correspondence phone calls and e-mails to avoid duplications.
• 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 file all completed orders and pick packs. Edits literature orders as requested.
• Research group and members information in NetSuite to properly process credit card contributions. Ensures accuracy of contribution type.
• 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. Update GSO entities and IGCO records. Process credit card contributions provide quotes product pricing quality availability.
• Generates invoices and contribution acknowledgement letters. Verifies outgoing invoices for accuracy and corrects errors and/or discrepancies.
• 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.
• Research and processes credit memos debit memos and return authorization 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.
• Provides backup assistance to front desk as needed.
• Overtime with notice is required.

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 the warehouses to ensure that the issue has been resolved.
• Manages and maintains detailed error log report to determine the percentage of warehouse error; updates and distributes error log and misprint reports monthly to the manager.

Required Skills

• 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.

Qualifications

• 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.

Location

This position is in New York City we currently work a hybrid schedule of 3 days in office and 2 days remote with occasional additional in office days.

Pay & Benefits

This is a non-exempt position with an annual starting salary of $55000 plus approved overtime.

AAWS offers outstanding health benefits including majority employer paid medical dental and vision and an employer-funded health reimbursement account. Long- and short-term disability and life insurance is provided at no cost to our employees. We offer generous paid time off including 3 weeks of vacation to start 10 sick days personal days and paid holidays. Additional benefits include a 403(b) plan with up to 7.5% employer contribution tuition reimbursement program and salary continuation program all of which are available after 12 months of employment.

Applying

Click the Apply button below to complete our application we look forward to hearing from you!

AAWS is committed to maintaining a diverse and inclusive environment and is proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race color religion gender gender identity or expression familial status sexual orientation national origin ability age or veteran status.

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