Member Services Coordinator

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)

Our Member Services Team has the greatest job (not to be mistaken for easy!). Monday through Friday, we focus on our members to ensure they get the most from our resources and have the best possible experience with First Book. We answer calls and emails, answer their questions, and often have insightful conversations about the ways they are helping low-income kids survive and thrive! As a Member Services Coordinator, we provide superior customer service, prompt problem-solving, and a delightful experience. Our team stays knowledgeable about the inner workings of First Book to deliver the best possible experience for every member who calls with questions.

Over the last few years, we’ve installed state-of-the-art systems to aid our work, and while most of our time is spent talking to members, we also branch out to support other internal First Book teams on various projects and initiatives that further our mission. If you have a mission heart and a clever mind, enjoy working with a team and learning new things every day, First Book may just be the place for you! Now to the details of what’s involved:

Essential Duties and Responsibilities: If you want to hit it out of the park, you really need to be able to perform these essential duties (not expected on day #1, however):

• 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:

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, skills, and/or abilities required:

• 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.

Education and/or Experience:

• Bachelor degree or equivalent experience
• Experience working with the education community, volunteers, and/or community service groups encouraged.