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SEIU 775

SEIU 775


Member Resource Center Representative

Based in Seattle, WA

 

About SEIU 775
SEIU 775 is the long-term care workers union, representing more than 45,000 home care and nursing home workers across Washington State and Montana. SEIU 775 is a fast-growing union committed to improving the lives of workers and their families and to leading the way towards creating a more just and humane society.

Position Summary
Want to work for an organization that is changing the lives of low wage workers and building a labor movement for the future? We represent more than 45,000 long-term care workers across the Northwest and are the region's fastest growing union. Our organization is helping to lead national fights for affordable health care for all, a fair economy, comprehensive immigration reform, and the free choice for all workers to form a group. We advocate for quality long-term care for Medicaid clients, and an end to poverty among caregivers and low wage workers in general.

Work Schedule:

  • The MRC business hours are 7:55 am to 6:00 pm PST on staggered work shifts. Occasional weekend work is required of MRC staff. The MRC is located at the SEIU 775 headquarters, in Seattle, WA.  

  • Regular shifts are 8 hours per day, 5 days per week.

Preferences: Experience in a call center environment, human services referral, information program, and social justice organizations are all a plus.

Compensation:  Salary and benefits are set by collectively bargained contract or Memorandum of Understanding.  Benefits include fully employer-paid family health, dental, vision and pharmacy benefits (including domestic partners of same or opposite sex), fully employer-paid defined-benefit pension through SEIU, a generous leave package, an optional 401(k), and additional benefits as explained in the CBA.

Essential Job Functions

  • Answering inbound phone calls from members. This is an inbound call center role; a representative handles 40 or more calls on a typical day.

  • Documentation of calls using computer systems

  • Process emails and other documentation requests

  • Occasionally helping members in-person

  • Answer questions about contract or on-the-job rights:

  • First-step representation for grievances, assistance filing a grievance and/or referral to the staff team which handle collective bargaining and employer relations

  • Answer questions about participation, including membership status/dues

  • Assist workers with completing membership card signing

  • Answer questions on employment benefits and enrolling for healthcare benefits

  • Assist workers in registering for training courses and with questions relating to course completion and credit, and the Training Partnership

  • Participation in activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy.

  • Qualified individuals may be asked to translate written materials or spoken interpretation during meetings or representational proceedings.

  • Other duties as assigned

Skills & Abilities

  • Preferences: Significant hiring preference will be given to candidates with fluency (written and spoken) in English and at least one additional needed language, native speakers strongly encouraged. Languages for which we are most often recruiting include Vietnamese, Korean, Cantonese, Spanish, Russian, Mandarin, Somali, Tigrinya, Amharic, Arabic, Ukrainian, Khmer, and Lao. Experience in a call center environment, human services referral, information program, and social justice organizations are all a plus.

  • Personal commitment to the mission and goals of organization is a requirement of this position

  • Manage and answer large volumes of inbound calls and/or place outbound calls using computer-based phone systems for long periods of time, may include, disconnect, place on hold, conference with another call, make "help desk" call.

  • Interact with caller in English and/or additional language(s); follow call flow script to gather information on caller and answer questions appropriately.

  • Create follow up work orders (escalations, mail requests, etc.) as needed. This is done using online forms; review, update and create new notes by typing in computer databases.

  • Use customer service skills and techniques to resolve caller complaints and concerns

  • Use Standard Operating Procedures for a variety of activities including but not limited to class registration, training verification, verification of eligibility for health insurance benefits, first level investigation of member complaints and/or discipline, using Language Line translation service, etc.

  • The work above is conducted in a cubicle with a computer and phone.

  • This position requires a full-time schedule that will vary

Minimum Qualifications

  • Ability to work in fast-paced environment (we are currently handling a high volume of calls, and representatives are often required to handle 40-50 calls per day)

  • At least 1 year of direct Customer service experience (restaurants, call center, retail, technical support, hospitality)

  • Critical thinking aptitude

  • Stable work history (not too many employment gaps, long periods of employment at one employer)

  • Computer/Technical skills

How to Apply

Please fill out an application for the “Representative” directly by clicking APPLY.
In your application, make sure to include a Cover Letter.

Women, people of color, and members of the LGBTQIA+ community are strongly encouraged to apply.

AAP/EEO Statement
SEIU 775 is an affirmative action employer and encourages applications from all qualified candidates without regard for race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. SEIU 775 works to ensure fair treatment of applicants and employees and actively enforces policies against discrimination and sexual harassment.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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