Bilingual Call Center Representative

Call Center Representative

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.

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:

• 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…