Customer Service Representative (Bilingual required) (Limited Duration of 6 - 9 months

• Location 525 Northeast Oregon Street,Portland, OR, 97232,United States
• Base Pay $55,488.00 - $78,900.00 / Year

The Customer Service Rep (internally known as Member Assistance Representative or 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 collaborates 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.

The MAR’s primary responsibility is answering calls, emails, and contacts 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.
• 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.

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…