Overview:
We are seeking a Call Center/Communications Representative who is fluent in both Spanish and English. This position requires occasional travel by car or air and may include some evening and weekend work.
This role primarily serves as an in-office Call Center Representative, responding to participant calls, answering questions, and providing benefits information. The position also supports communications efforts by attending local union meetings, picnics, union Zoom calls, and other events to assist union members with benefit-related questions and deliver benefit presentations, as needed.
Under minimum supervision, the Call Center/Communications Representative also performs specialized clerical duties which require frequent exercise of independent judgment and a thorough understanding of applicable procedures.
The Call Center/Communications Representative is a full-time, non-exempt position, with a work schedule of Monday through Friday, 8:00 AM – 5:00 PM. Schedule may change depending on the department needs. Overtime may be needed periodically with work on evenings or weekends sometimes required.
Key Responsibilities
- Develop a sound understanding of Participant’s benefits for the various benefit funds (Health & Welfare, Vacation/Savings, Annuity, and Pension benefits).
- Provide excellent customer service to all CSAC stakeholders. Maintain a friendly demeanor and handle participant inquiries in person, telephonically, and by e-mail.
- Communicate effectively with participants, staff, local unions, and union business representatives at all times. Utilize de-escalation skills to manage and resolve participant complaints.
- Attend and actively participate in local union meetings, picnics, union Zoom calls, and union-sponsored events by answering their benefit questions or by giving benefit presentations, in English and Spanish, as needed.
- Identify and escalate priority issues and follow up on participants’ calls where necessary.
- Document all call information according to operating procedures.
- Complete data entry tasks (eFlows) on a timely basis ensuring quality and quantity are at acceptable levels.
- On occasion, assist other departments with special projects as needed, such as open mail, sort, and validate information coming into the department, or assist with auditing scanned documents.
- Collaborate with the Communications Manager to ensure consistent messaging and support for union initiatives.
- Other duties as assigned.
Qualifications and Skills
- Bilingual in English and Spanish is required.
- 1-3 years related customer service experience, with knowledge of excellent service principles and practices. Knowledge of working in a call center or participant service environment is highly preferred.
- Ability to work independently and represent the organization at union functions professionally, in appearance and demeanor.
- Valid driver’s license and ability to travel to remote sites.
- Working knowledge in Microsoft applications, including proficiency with 10-key by touch.
- Knowledge of operating “8x8” telephone system is preferred but not required.
- Exceptional communication and relationship-building skills, including professional telephone etiquette and the ability to engage and support union members through clear, effective written and verbal.
- Excellent organizational and detail-oriented skills with ability to multitask in a diverse work environment serving participants in person or on the phone.
- Ability to exercise discretion and confidentiality.
- Experience with employee or union benefits desired.
- Experience working with union members desired.
- High School Diploma.
NOTE:
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. CSAC is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, national origin, age, sexual orientation, marital status, religion, disability, or any other classification protected by law.
Job Type: Full-time
Pay: $24.49 - $27.71 per hour
Benefits:
- 401(k)
- Commuter assistance
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Customer service: 3 years (Preferred)
Language:
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Seattle, WA 98121 (Preferred)
Willingness to travel:
Work Location: In person
