About SEIU 775
SEIU 775 represents more than 60,000 long-term care workers providing quality home care, nursing home care, and residential services in Washington, Montana, and Alaska. SEIU 775’s mission is to unite the strength of all caregivers, to create a better life for ourselves and those we care for, and to lead the way to a more just and equitable world.
About This Role
The Call Center Representative serves as a frontline resource for members, providing high-quality customer service and accurate information in a fast-paced, high-volume contact center environment. This role is responsible for handling a large volume of inbound calls, responding to member inquiries related to workplace rights, benefits, training, and membership, and documenting all interactions in internal systems.
The representative plays a critical role in supporting members through issue resolution, grievance intake, and referrals, while also contributing to broader organizational initiatives such as member engagement. Success in this role requires strong communication skills, attention to detail, adaptability, and the ability to navigate multiple systems while delivering empathetic and efficient service.
Essential Functions:
- Answer a high volume of inbound calls (typically 40+ per day) from members in a structured call center environment, which will include QA monitoring
- Accurately document member interactions and case details in internal databases and systems
- Respond to member inquiries via phone, email, and other communication channels
- Provide information regarding contracts, workplace rights, and representational processes
- Support first-step grievance intake, including documentation, guidance, and referrals to appropriate teams
- Assist members with questions related to membership status, dues, and enrollment
- Provide guidance on employment benefits, and union engagement
- Support members with training registration, course completion, and credentialing questions
- Assist with union membership sign-up processes, including updating existing memberships and completing new membership cards
- Participate in member engagement activities, including voter registration and grassroots advocacy efforts, and work in the office or other designated locations as needed to support organizational needs
- Provide translation or interpretation services, if qualified, during member interactions or meetings may occasionally provide translation or interpretation services on certain projects
- May be required to do political work for candidates and member political education as part of job duties.
- Other duties as assigned.
Skills & Abilities:
- Strong verbal and written communication skills, with the ability to explain complex information clearly and effectively
- Demonstrated customer service skills, including active listening, empathy, and conflict resolution
- Ability to manage high call volumes while maintaining accuracy, professionalism, and composure
- Proficiency in navigating multiple computer systems simultaneously, including CRM or case management tools
- Strong organizational skills and attention to detail, particularly in documentation and data entry
- Ability to follow structured workflows, scripts, and standard operating procedures while exercising sound judgment and critical thinking
- Problem-solving skills with the ability to assess issues and determine appropriate next steps or escalation paths
- Ability to multitask efficiently between calls, documentation, and follow-up tasks
- Strong interpersonal skills and the ability to effectively work with and serve people from diverse backgrounds and communities
- Adaptability and flexibility in a fast-paced, evolving work environment
Minimum Qualifications: (Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job may be considered.)
- At least 1 year of customer service experience in a high-volume or fast-paced environment (e.g., call center, retail, hospitality, technical support)
- Fluency (written and spoken) in English and at least one additional language:
- Languages of particular interest include: Vietnamese, Korean, Cantonese, Spanish, and Russian (subject to change based on recruitment needs).
- Demonstrated ability to work in a high-volume call environment (handling 40+ interactions per day)
- Basic to intermediate computer proficiency, including data entry and use of multiple systems simultaneously
- Strong critical thinking and problem-solving skills
- Ability to follow structured processes and maintain accurate documentation
- Reliable work history with demonstrated dependability and accountability
- Ability to work a full-time schedule
- Personal commitment to the mission and goals of organization is a requirement of this position
Preferred Qualifications
- Experience in a call center, contact center, or member services environment
- Experience in human services, social services, or advocacy-based organizations
- Experience providing translation or interpretation services in a professional setting
Typical Working Conditions: The typical working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, requirements include:
- This role includes a mandatory 5 week onboarding and training program conducted in a hybrid format, combining in-person sessions at our Seattle headquarters and remote learning
- Work is primarily performed in a virtual structured call center or office environment, typically within a workstation setting
- Employees spend most of their time on a computer and phone system managing inbound and outbound communications
- The role requires sustained focus in a high-volume, fast-paced environment with frequent interruptions
- Use of headsets and call management systems is required for extended periods
- May be required work outside of normal business hours to include weekends, evenings, holidays, etc.
Physical Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, requirements include:
- Prolonged periods of sitting at a desk while using a computer and telephone headset
- Frequent use of hands and fingers for typing and navigating computer systems
- Ability to view computer screens for extended periods of time
- Occasional standing, walking, or moving between work areas or meeting spaces
- Ability to lift and carry light materials (e.g., files, documents, or office supplies) up to 10–15 pounds, as needed
- Ability to communicate clearly and effectively via phone and in person
Compensation:
Providing current or previous salary information is optional and will not be factored into hiring decisions. Prospective Employees covered by the CBA can request a copy of the wage scale, the CBA, and any current relevant MOUs upon application to the position.
This position is full-time, exempt. This position is included in the Bargaining Unit. Pay ranges from $27.29 – $35.61 per hour for monolingual; and $29.06 – $37.92 per hour for multilingual. Benefits include vacation, holiday, and sick leave benefits, fully employer paid health, dental, vision, and life insurance, defined benefit pension plan, and optional 401(k), WFH credit, pet insurance, and more.
Women and diversity candidates strongly encouraged to apply.
AFFIRMATIVE ACTION EMPLOYER
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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
