Call Center Representative : New York

SEIU Local 32BJ

Call Center Representative

Based in New York City, NY

32BJ SEIU, the largest property service union in the country, represents 175,000 members in eleven states and Washington DC. Our members include security officers, office and window cleaners, bus drivers, airport workers, janitors and food service workers. They are culturally diverse, and speak about sixty different languages.

We currently have an opening for a Call Center Representative. 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, or questions about their contract, or about member dues. The members must feel heard, and get the information they need.

Given our current COVID safety protocols, this position will work both remotely and in the office as assigned. Assignments may change as we revisit our protocols.

Responsibilities include:

• Provide excellent customer service, by phone, to 32BJ members in the NY/NJ area, the Capital area, Western Pennsylvania and Suburban Philadelphia.
• 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 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 32BJ Benefit Funds for benefit issues; refer members to the Dues department for dues questions or payments.
• 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:

• 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; work experience with 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

32BJ offers a competitive salary, plus a full benefits package that includes employer-paid medical, dental and vision plans for full-time employees and their qualified dependents.

Women and people of color are encouraged to apply.

To Apply:
Please e-mail your résumé and letter of interest to: HR@seiu32bj.org. Please use “Call Center” in the Subject line of your email. We regret that we are unable to respond to applicant phone calls.

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Job Posting Courtesy of UnionJobs.com