Customer Services Associate (Bilingual required)

About Alcoholics Anonymous

Founded in 1935, Alcoholics Anonymous World Services (AAWS) is a 501(c)3 non-profit organization and an international fellowship of people who have had a drinking problem. The Alcoholics Anonymous fellowship is nonprofessional, self-supporting, multiracial, apolitical, and available almost everywhere. The General Service Office (GSO) in the Morningside Heights neighborhood of New York City employs approximately 97 people (both alcoholic and non-alcoholic) and serves over 1.3 million members in the U.S. and Canada.

Our mission at the GSO is to support carrying the message of Alcoholics Anonymous to the still-suffering alcoholic by providing services to A.A. members, groups, and others; publishing and distributing A.A. literature, preserving A.A. history, and sharing A.A.’s collective experience. Not only is our team incredibly mission-driven, but also tremendously supportive of each other as both colleagues and individuals.

Job Summary

The Customer Service Associate, internally known as Member Services Associate, is the first point of contact for A.A. members and customers, performing all tasks related to orders, records, and contributions with the intent of resolving all requests. They maintain complete and accurate records in NetSuite and deliver a high level of customer service whether answering general inquiries or resolving complex issues. The role manages and processes all literature orders, creates and updates records, resolves order issues, handles credit card contributions, and processes customers invoices in a timely, accurate and efficient manner.

This is a great opportunity for a bilingual (French-English) professional who is passionate about supporting a mission driven organization. The role is ideal for someone who enjoys problem-solving, values precision, and takes pride in consistently delivering exceptional customer service to make a meaningful impact.

Responsibilities

NetSuite/Administrative

• Maintains accurate group and individual records in NetSuite; creates accounts for A.A. and non-A.A. entities and updates tax-exempt information as needed.
• Logs correspondence, phone calls, and e-mails to avoid duplications.
• Maintains a monthly account of department work and electronic pending folders.
• Processes department mail.
• Manages and digitally files all completed orders and pick packs. Edits literature orders as requested.
• Researches group and member information in NetSuite to properly process credit card contributions. Ensures accuracy of contribution type.
• Manages and maintains productivity logs in Excel/NetSuite.
• Completes additional projects as needed.

Member Services Support

• Responds to member inquiries related to Group, Area and District records.
• Updates GSO entities and IGCO records.
• Processes credit card contributions, provides quotes, product pricing, quality, availability.
• Generates invoices and contribution acknowledgement letters. Verifies outgoing invoices for accuracy and corrects errors and/or discrepancies.
• Handles incoming correspondence from the B2B and B2C online stores.
• Assists new registrars with process questions; provides training on system use.
• Oversees credit verification of all orders to be billed to existing customer accounts.
• Researches and processes credit memos, debit memos, and return authorizations according to established procedures.
• Reviews and verifies fulfillment and backorder reports; fulfills orders in NetSuite; communicates with warehouse and customers.
• Provides timely updates to our Member Services Manager on service failures and customer concerns.
• Provides backup assistance to our Front Desk Associate as needed.

Warehouse/ Shipping / Issue Resolution

• Reviews, approves, and transmits orders to warehouses for shipment; researches and verifies shipping information against the warehouses picking slips and database.
• Investigates order issues and collaborates with appropriate personnel to resolve them.
• Researches warehouse picking errors; submits “picking errors” and “re-ship” requests to the warehouses to ensure that the issue has been resolved.
• Manages and maintains detailed error log report to determine the percentage of warehouse errors; updates and distributes error log and misprint reports monthly to the manager.

Required Skills

• Proficiency in Microsoft Word, Excel and Outlook. Knowledge of NetSuite preferred.
• Ability to learn new systems and programs.
• Excellent customer service, communication, interpersonal, organizational, mathematical, and problem-solving skills.
• Excellent typing and data entry skills.
• Ability to multi-task and prioritize assignments.
• Must be detail oriented with the ability to work in a team, independently, and under pressure.
• Exceptional time-management skills.

Qualifications

• Associate degree or relevant studies or relevant practical experience.
• 2+ years’ experience in customer service required.
• Bilingual English/French is required.
• Bilingual English/Spanish is preferred. 
• Accounting experience is a plus.

Location

This position is in New York City, we currently work a hybrid schedule of 3 days in office and 2 days remote with occasional additional in office days.

Pay & Benefits

This is a non-exempt position with an annual starting salary of $55,000 plus approved overtime.

AAWS offers outstanding health benefits including majority employer paid medical, dental and vision and an employer-funded health reimbursement account. Long- and short-term disability and life insurance is provided at no cost to our employees. We offer generous paid time off including 3 weeks of vacation to start, 10 sick days, personal days, and paid holidays. Additional benefits include a 403(b) plan with up to 7.5% employer contribution, tuition reimbursement program, and salary continuation program, all of which are available after 12 months of employment.

Applying

Complete our application and please include a cover letter telling us more about your skills and interest in working with us. We look forward to hearing from you!   

AAWS is committed to the full inclusion of all individuals. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodation. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected] or 212-870-3138. 

AAWS is committed to maintaining a diverse and inclusive environment and is proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to age, arrest or conviction record, caregiver status, color, disability, gender, gender identity, height and weight, marital or partnership status, military service, national origin, pregnancy, race, religion/creed, salary history, sexual and reproductive health decisions, sexual orientation, status as a victim of domestic violence, or unemployment status.

Finally, your security is a priority. Please note that any communication from our organization about a job opportunity will only be made by an AAWS employee with an aa.org or @mail.paylocity.com email address.   

We would never ask you as part of our interview process to provide personal or financial information, such as your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you believe you’ve been a victim of a phishing attack, please mark the communication as “spam” and alert us right away at [email protected].