Description Title: BILINGUAL NSR Administrator Contract type: Contract to Hire (must complete training)Remote or On Site: On Site (not remote)Contract Duration: 4 months with strong possibility of hire (must complete training)Location: 6300 Shingle Creek Parkway, Brooklyn Center, Minnesota, 55430, United StatesSchedule: See schedule description belowPay: $19 per hourJOB SUMMARYThe BILINGUAL National Services Representative (NSR) is responsible for scheduling counseling appointments, addressing operational questions, and providing local office support. They primarily take calls from a national queue during most of the day, but also assist visitors to the office as well. NSRs occasionally make outbound calls for campaigns and outreach (no cold calls!) and help with events every now and then which may occur over a 3-day weekend.The NSR must be a problem solver, willing to learn, and adaptable. They use these skills to proactively resolve Member issues, relying on their knowledge of the organization's programs and policies. If unable to resolve an issue immediately, the NSR may connect Members with appropriate staff or managers. Documentation of all interactions is essential, ensuring Members' concerns are addressed effectively and promptly. If issues arise with staff or departments, the NSR communicates these to the appropriate management for resolution, prioritizing Member satisfaction throughout the process.JOB RESPONSIBILITIES
Answer incoming calls from the National Queue professionally and effectively, defusing tense situations and easing Member frustrations.
Resolve Member issues by reviewing their file in the Lynx system, documenting all issues and resolutions in the Member's narrative.
Address calls promptly and effectively.
Schedule appointments for Members across all departments.
Assist Members with accessing their Member Portal, including resolving password issues.
Input complaint information in the Lynx system, including Member and staff details, subject, description, and resolution.
Make outbound calls to Members as necessary.
Respond to all emails from assigned Email Follow-up lists.
Stay updated on organization policies and procedures to provide consistent responses to questions.
Assist in advocacy and outreach campaigns by contacting Members, church leaders, businesses, politicians, and community leaders.
Perform other assigned duties.
Participate in advocacy campaigns supporting the mission of fighting for economic justice for low to moderate-income individuals and people of color. This includes ongoing participation in advocacy, campaigns, outreach, community organizing, and promoting the organization's mission and tactics. Staff play a crucial role in impacting Members and communities they serve.
Requirements
SCHEDULEThe NSR must be able to meet the demands of the job which typically consists of 40 hours a week.
Flexibility in work hours is essential, subject to changes based on events, service demand, and organizational needs.
Working hours typically range from 8:30 a.m. to 5:30 p.m. on weekdays, with limited overtime unless necessary or approved.
During events and campaigns, NSRs may need to work extended hours, including weekends, at the organization's discretion, with potential modifications on short notice.
FUTURE COMPENSATIONThe candidate’s performance evaluation and future compensation is largely based on meeting the Job Responsibilities, Competencies and Skills stated herein.PERFORMANCE EXPECTATIONS
Flexible, ready, and willing to address other functions, campaigns and activities including travel.
High work efficiency by spending more than 85% of her/his time in the Lynx system or as adjusted by management (“Work Efficiency”), since nearly all activities are housed in the Lynx system.
During work hours, the NSR is to be working and not engaging in non-work activities. Non-work activities are done off site or in designated areas at times approved by management and not paid.
Always adheres to the organization’s standards of customer service for all Members and to office professionalism including appropriate dress attire.
PHYSICAL DEMANDS / WORK ENVIRONMENTAn NSR provides assistance to Members by phone from the National call queue and/or local offices. Because of this, an NSR must be able to perform the following tasks to perform the job responsibilities.
Sit for extended periods of time.
Read computer screen/monitor for extended periods of time.
Read complex documents.
Answer a high volume of telephone calls, with a headset, for extended periods of time.
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
