Member Services Coordinator - Temporary Employee

First Book has a mandatory Covid-19 vaccination policy (medical and religious exemptions permitted). Proof of fully vaccinated status is required before an interview.

About the position: (This is not a 100% remote position/ MANDATORY IN OFFICE: Tuesday & Wednesday)

Essential Duties and Responsibilities:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The responsibilities listed below are representative of the knowledge, skill and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive, research, and resolve inquiries from members while acting as their liaison to First Book.
• Contact members and notify them of opportunities they qualify for and/or assist them in completing grant and promotional requirements.
• Maintain frequent communication with members via telephone and email.
• Educate new and existing members about the First Book mission and model.
• Communicate benefits and promotions to members.
• Complete one-off tasks and/or projects as requested by internal First Book departments, such as conducting member outreach or assisting with multiple order placements.
• Update, track, and record information in databases and contact management systems relating to orders, invoices, inquiries, and other information.
• Manage the tracking of books, invoices, payments, and other items for specific partners.
• Perform ongoing audits on First Book members to verify their eligibility status.

Qualifications:

• Working knowledge of Microsoft Excel and Word
• Solid skills in analytical reading, writing, and speaking.
• You’ve got to believe the mantra “Teamwork makes the Dream Work!”
• Experience adapting your communication style to your audience.
• Ability to multi-task and navigate multiple service channels, like phone, email, and chat.
• You take initiative and address issues as they arise (for members AND your team).
• Experience learning various platforms.
• You employ advanced active listening and response skills.
• Experience with Magento or Salesforce is a plus.
• Ability to speak Spanish preferred, but not required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required: