Shortman Services Representative

32bjfunds; New York (NY); On-site; USD 52,000 - 64,000; Full time

Job summary

32BJ Benefit Funds is seeking a Shortman Services Representative to support the Shortman Fund's training and scholarship benefits. You will interact with participants via phone and in person, manage course registrations, and maintain LMS and V3 records.

The role requires on-site presence on Fridays, with a Friday remote option for eligible roles, and offers a $2,000 annual bilingual differential for Spanish fluency.

Qualifications

• Proficiency with Excel, Word, and Windows applications.
• Typing speed of 40+ words per minute.
• Strong analytical, problem solving and decision‑making skills.

Responsibilities

• Assist participants with training and scholarship benefits.
• Answer phone professionally and handle high-volume course registrations.
• Provide excellent customer service in person and by phone.
• Enter member updates in the V3 database.
• Ensure instructor grades are entered into the LMS and review LMS tasks for accuracy.
• Travel to local training sites as required.

Skills

Excel

Typing 40+ wpm

Analytical thinking

Education

High School diploma or GED

Tools

LMS

V3

Cisco

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 Representativeworks 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
2. Providing excellent customer service in face to face and phone interactions with participants
3. 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
4. Displayed proficiency in or ability to learn processing systems: eligibility and presumptive eligibility process, LMS, V3, and online training fund systems
5. Knowledge of course prerequisites and required certifications as outlined in Shortman catalog
6. 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
7. Ability to effectively communicate to members
8. Perform other functions as necessary or assigned by Management
9. Ensures assigned instructor grades are entered into LMS database
10. Enter member updates in V3 database
11. LMS QA Score: Review instructor LMS tasks for completion and accuracy; ensure errors are resolved within one week. Maintain acceptable score.
12. Maintain LMS and NYS DOL records for the Window Cleaning Apprenticeship program
13. Maintain departmental standards on CISCO regarding Login, Ready State and Scorecard (quality monitoring).
14. Ability to prioritize work and meet deadlines
15. Excellent organizational and prioritizing skills
16. Strong ability to multitask using oral, visual and tactile senses simultaneously
17. Flexibility with work schedule
18. Ability to travel locally to other training sites as required
19. Strong oral and written interpersonal skills
20. Demonstrated customer service orientation
21. Ability to effectively operate in fast-paced work environment
22. Excellent listening skills
23. Detail oriented with excellent organization and communication skills
24. Experience working directly with customers
25. 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

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, Licences, Registrations:

None

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.

• 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.