Customer Service Administrator (Seasonal)

The Customer Service Administrator (Seasonal) will provide support to applicants seeking financial assistance through the Baseball Assistance Team (B.A.T.) hotline and email. This role involves managing applicant inquiries, maintaining accurate client records, and coordinating with internal teams to resolve time-sensitive payment issues and applicant concerns.

Responsibilities

• Answer and direct calls from the Baseball Assistance Team (B.A.T.) hotline and respond to incoming and outgoing emails associated with [email protected] (in Spanish or English)
• Provide empathetic, professional support to applicants seeking financial assistance by phone and email, assisting with applications, account troubleshooting, status inquiries, password resets, and general questions throughout the application process
• Manage fluctuating volumes of applicant inquiries, including periods of 100+ emails per day during crisis situations, while maintaining patience, professionalism, accuracy, and appropriate response prioritization
• Maintain and update application and client records in TrackVia, including creating and editing applications, verifying applicant identity, assisting with international document verification, and documenting sensitive or escalated interactions, and tracking unresolved issues
• Coordinate with internal teams to investigate and resolve applicant concerns, including escalating urgent or delayed payment issues, directing inquiries to the appropriate teams, making referrals, and following up on cases requiring additional support
• Monitor application activity and proactively escalate time-sensitive or unresolved cases to supervisors, including applications where applicants have not received follow-up after several weeks
• Adapt to changing organizational priorities and support additional administrative and operational assignments as needed, particularly during periods of lower applicant volume
• Assist with daily financial workflows, including mailing correspondence, creating vendor profiles, logging payments and processing payment generator codes
• Support the team by performing tasks related to the organization

Qualifications & Skills

• Bi-lingual (Spanish, English) preferred
• Bachelor’s degree and a minimum of 1-2 years of relevant work experience; or an equivalent combination of education and experience
• Professional demeanor, organized and detail oriented
• Strong attention to detail, organization, analytical, personable and communication skills
• Extensive multi-tasking skills and experience managing deliverables with time-sensitive deadlines
• Non-profit event & grant management preferred

Pay Range: $22.00 - $22.50 per hour

The actual offer will carefully consider a wide range of factors, including your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision.