Shortman Services Representative

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

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

• 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

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

Fluently read write and speak Spanish and English.

Additional language(s) abilities a plus

High

None

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

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.