SEIU Local 32BJ

Call Center Representative

Based in New York City, NY

 

ABOUT US:
At the forefront of building the nation’s labor movement, 32BJ SEIU is changing the narrative around important social and economic issues facing working families. Founded in 1934, 32BJ is the largest union of property service workers in the nation. We have a powerful and important mission: to build and grow a diverse, effective, politically independent and democratic organization of workers to change our lives for the better, improve our communities, and build a more just society for present and future generations.

With a commitment to building power for low-wage workers, 32BJ is engaged in winning strong contracts for members, organizing workers, supporting progressive candidates for elected office and moving a broad policy agenda, such as paid sick days, expanding access to health care and the Fight for $15.

The Union has approximately 425 staff in sixteen offices from Boston to Miami. 32BJ SEIU represents over 175,000 property service workers including janitors, security officers, airport workers, and food service employees in 11 states and Washington, DC. 32BJ is an affiliate of SEIU, the Service Employees International Union, which has 2 million members dedicated to raising industry standards and making life better for all working families and communities.

ROLE DESCRIPTION
We currently have an opening for a Call Center Representative (the Rep). The Rep is the first point of contact for 32BJ members calling into a high-volume Call Center. The Rep liaisons between our members and a variety of information, support and services provided by the Union. Members call with worksite issues, questions about their contract, member dues and general questions. The members must feel heard and get the information they need.

RESPONSIBILITIES

• Provide excellent customer service, by phone, to 32BJ members in NY/NJ, the DC, Western PA and Suburban PA.
• Triage member calls to either respond directly or connect them to other staff who provide service and support. (Roughly 80% of the calls are about contract questions, and 20% are about dues and benefits.)
• Access the Union’s customer relationship management (“CRM”) system to find information: look up the status of an active grievance; look up the member’s contract.  
• Refer members to the appropriate 32BJ department to resolve their questions.
• Record and document every call and its resolution in CRM.
• Serve as back-up to the Welcome Center intake staff as assigned.
• Other duties and projects as assigned.

QUALIFICATIONS AND EXPERIENCE

• Relevant customer service experience, including working with a diverse audience. Requires patience and active listening skills.
• Ability to communicate effectively, one-on-one, with a diverse membership. The Rep probes to clarify the member’s issues.
• Experience with unions preferred, including familiarity with contracts
• Effective writing/recording skill
• Basic computer skills and data entry experience required; proficiency with Microsoft Word and Excel required; ability to work remotely is required
• Attention to detail
• Fluent verbal and written English; one additional language preferred (especially Spanish or Albanian)

COMPENSATION & BENEFITS
The salary for this role is $64,182.04, depending on experience. 32BJ offers a generous benefits package that includes a fully employer-paid medical, dental and vision plan (for full-time employees and their qualified dependents) and retirement benefits, including a defined benefit pension plan and 401K. 32BJ offers paid time off including three weeks’ vacation, eleven holidays, sick and personal days.

APPLICATION:
Please send a résumé and letter of interest to HR@seiu32bj.org. Please use “Call Center Representative” in the subject line of your email. Please include where you saw the job.

32BJ is an inclusive and diverse organization, committed to advocating for social, racial and economic justice. We strongly encourage applications from people who believe in our mission. We strongly encourage women and people of color to apply.

For more information on 32BJ SEIU, visit www.seiu32bj.org.