Help Desk Specialist

Job Type

Full Time

Published

07/31/2018

Start Date

08/31/2018

Application Deadline

08/31/2018

Address

275 Seventh Avenue
16th Floor
New York
New York
10001
United States

Description

Job Description: UNITE HERE Local 100 Member Help Desk Specialist

Member Help Desk Specialist

Offer support and technical assistance to members. You are the main contact person between the Union and its members. The Member Help Desk Specialist will need to prioritize that all members’ questions are answered promptly and accurately. This includes but is not limited to being detail oriented while responding to calls and ensuring that all members receive the information they are looking for. You should also be able to deal with emergencies in a timely and effective manner. Strong communication skills are essential for this position.

Responsibilities

  • Responding to questions via phone or email
  • Following up with members to ensure full resolution of issues
  • Providing first level contact and convey resolutions to members’ issues
  • Properly escalating unresolved questions to the next level of support
  • Tracking, routing and redirecting problems to correct resources
  • Walk members through problem solving process
  • Preserve and grow your knowledge of Member Help Desk procedures and services
  • Utilize member service skills and exceed members’ expectations
  • Ensure proper recording, documentation and closure

Requirements

  • Fluent in English and Spanish. Proficient in Creole is helpful.
  • Full time availability
  • Member service orientation
  • Strong client-facing and communication skills
  • Proficiency in Microsoft Office and Excel
  • Excellent organizational skills
  • Excellent listening skills
  • Knowledge of Union contracts
  • Professional attitude and appearance
  • Multitasking and time-management skills, with the ability to prioritize tasks
  • Ability to be resourceful and proactive when issues arise

Professional Level

Professional

Minimum Education Required

2-year degree


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