Call Center/Communications Representative

Overview:

Under minimum supervision, the Communications Representative performs specialized clerical duties which require frequent exercise of independent judgment and a thorough understanding of applicable procedures. This role will serve as a Call Center Representative and will handle participant calls by answering their inquiries and providing benefits information.

In addition, this role will attend local union meetings, picnics, union Zoom calls, and events to support union members with benefit-related inquiries and give benefit presentations, as needed.

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.

Position Functions and Responsibilities:

• Provide excellent customer service to all CSAC stakeholders.
• 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, help open mail, sort, and validate information coming into the department, assist with auditing scanned documents.
• Communicate effectively with participants, staff, local unions, and WSRCC at all times.
• Maintain a friendly demeanor and handle participant inquiries in person, telephonically, and by e-mail.
• Possess and utilize effective communication and de-escalation skills to manage and resolve participant complaints.
• Identify and escalate priority issues and follow up on participants’ calls where necessary.
• Document all call information according to operating procedures.
• 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, as needed.
• Develop a sound understanding of Participant’s benefits for the various benefit funds (Health & Welfare, Vacation, Annuity, and Pension benefits).
• This role must be able to explain and/or give benefits presentations in English and Spanish.
• Collaborate with the Communications Manager to ensure consistent messaging and support for union initiatives.
• Other duties as assigned.

Required Qualifications and Skills:

• Working knowledge in Microsoft applications.
• Knowledge of “8x8” telephone system is preferred but not mandatory.
• Professional appearance and demeanor.
• Excellent telephone etiquette, “people skills,” written and verbal communication skills.
• Bilingual in English and Spanish is required.
• Proficiency with 10-key by touch.
• Excellent organizational skills with ability to multitask in diverse work environment with diverse walk-in clients.
• 1-2 years related experience. Knowledge of working in a call center or participants service environment is highly preferred.
• Knowledge of participant’s service principles and practices.
• Excellent organizational skills and detail oriented.
• Ability to exercise discretion and confidentiality.
• Excellent oral and written communication skills.
• Training in Health & Welfare, Vacation, Annuity, and Pension benefits.
• Strong interpersonal and communication skills, both written and verbal, for union member engagement.
• Ability to work independently and represent the organization at union functions.
• Experience working with union members or in a benefits-related role is highly desirable.
• 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)
• 401(k) matching
• Commuter assistance
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience:

• Customer service: 3 years (Preferred)

Language:

• Spanish (Required)

Ability to Commute:

• Seattle, WA 98121 (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person