Customer Service Representative (Bilingual required) (Limited Duration – 6 months)

Description

General Description:

The MAR works in the Member Assistance Center (MAC) as part of the day-to-day operations of a contact center providing services primarily to union members. The MAC works closely with union officers, management staff, and staff of other departments and partner organizations to communicate with union members and employers about union programs, issues, and to provide assistance with health care benefits and state-mandated training and workforce development, among others.

With shared vision and purpose, we will drive organizational change and effectiveness through a focus on staff and team development accountability, and equity and inclusion.

Essential Functions & Responsibilities:

The MAR’s primary responsibility is answering calls, emails, and contacts made via any other communication method that comes into the MAC, and providing assistance to different types of care workers, both members of the Union and non-members. The MAR duties and responsibilities listed below are representative of the position:

• Answering phones, emails, occasionally helping members in-person, and handling contacts made via any other communication method that may be used at the MAC.
• Addressing basic and referral inquiries, advising members on the steps to be taken to resolve issues.
• Conduct outgoing calls for membership drives, CAPE drives, leadership communication, and updating/attaining contact information.
• Political action: phone banks, issue campaigns, candidate campaigns, informing the membership on the issues and candidates, targeting candidates, targeting precincts for candidate races, voter registration, questionnaires and surveys on candidates and issues.
• Documentation of calls using SEIU 503 computer systems.
• Problem solving and providing resources for workers via phone, email, in-person, and any other communication methods.
• Answer questions about union contracts or on-the-job rights:
  • Address basic contract, operational procedures and processes, and regulatory questions including employer requests for information which may include follow up with workers and/or referral to the team of specialists who handle collective bargaining matters and employer/employee relations, including all necessary documentation.
  • Connect members to stewards and organizers in the Member Resource Center.
  • Assisting with any type of requests that may come in through the MAC, including but not limited to transferring the case to a different team if needed, and connecting the person being helped with the right solution for their needs.
  
  
• Answer questions about union participation, including membership status/dues.
• Assist workers with completing membership card signing and presenting the Union’s benefits to increase the signing rate.
• Answer questions on employment benefits.
• Provide assistance enrolling for healthcare benefits.
• Assist workers in registering for training courses and respond to questions relating to course completion and credit, and the Training Partnership.
• Translation of written materials or spoken interpretation during meetings or representational proceedings.
• Assist in providing training for staff, mentoring other MARs as needed.
• Research member records and concerns.
• Participation in union activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy.
• Participate in cross-department meetings.
• Other duties as assigned.

Training, Supervision and Expectations:

The MAR’s primary responsibility is the efficient operation of the MAC and their workstation. New MARs will complete a training program (both classroom and hands-on) which includes skills training, knowledge-based training, and proficiency on our “Signature Customer Service” standards. Staff may be required to successfully complete training to become a certified benefit specialist.

Beginning during the initial 6-month training, new MARs will be evaluated formally every 2-3 months and at least annually thereafter and will receive daily feedback and staff development. MARs are evaluated on their knowledge, abilities and skills in assisting members with resolutions to the issues that initiated the call or contact from the member and are expected to welcome member participation in union activities, to maintain working relations with the members and staff, to balance conflicting demands, and to carry out assigned tasks in a competent and professional manner in keeping with SEIU 503’s overall mission, values and goals.

The MARs will learn to organize their own time and workload. They must be able to receive direction and instruction from anyone within the MAC leadership, as well as other union officers, union or Partnership staff, and union leaders as necessary in the daily operation of the contact center.

Qualifications:

• Fluency (written and spoken) in English.
• Fluency in at least one additional needed language is required. Languages for which we are most often recruiting include: Somali, Arabic, Spanish, Cantonese, Russian, Vietnamese, and Korean
• Personal commitment to the mission and goals of SEIU 503 is a requirement of this position (see www.seiu503.org and www.seiu.org).
• Answer inbound calls and/or place outbound calls using computer-based phone system, and speaking through a head set or phone handset, may include answer, disconnect, place on hold, conference with another call, make “help desk” call.
• Follow call flow script to gather information on caller and answer questions appropriately.
• Search, review, update and create new notes by typing in computer databases.
• Create follow up work orders (escalations, mail requests, etc.) as needed.
• Interact with callers in English and/or additional language(s).
• Use customer service skills and techniques to resolve complaints and concerns.
• Use Standard Operating Procedures for a variety of activities including but not limited to; class registration, 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, or in a work-from-home environment if appropriate.
• Regular shifts are 8-hours per day, 5-days per week, with occasional weekend work needed.
• At least 1 year of experience in a call center environment. Human services referral, information program, hospitality industry, and social justice organizations are all a plus.

Working Environment:

Group 3 – Very Limited Physical Exertion

Technology and Equipment:

• Telephone
• Computer Software: (Salesforce, SharePoint, and other 503 computer systems)

Pay and Benefits:

Comprehensive fully paid health, dental and vision benefits for employee and eligible dependents, domestic partner benefits, generous holiday and vacation policies and a 15% employer-paid defined contribution 401K. Compensation range is based on experience $51,132 – $72,708 *(Plus 5% Bilingual Differential) annually.

Summary:

We are committed to hiring staff who reflect our membership and model the unity and equity that we seek to create in Oregon communities. Women, LGBTQ, people of color, and immigrants strongly encouraged to apply.

Requirements

• At least 1 year of experience in a call center environment. Human services referral, information program, hospitality industry, and social justice organizations are all a plus.
• Fluency in at least one additional needed language is required. Languages for which we are most often recruiting include: Somali, Arabic, Spanish, Cantonese, Russian, Vietnamese, and Korean

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