CALL CENTER REPRESENTATIVE

Headquartered in Los Angeles, SEIU Local 99 is one of the largest school employees’ locals within SEIU.  SEIU Local 99 is a union of 45,000 education workers fighting for dignity and fairness in the workplace.  SEIU Local 99 consists of school employees in K-12 schools, Head-Start and State Pre-school, Community Colleges and the County Office of Education.

The Call Center Representative builds the union by serving as the first point of contact for members seeking advice or advocacy from the local.  The Call Center Representative is expected to provide a quality experience in the day-to-day operations of the Member Resource Center (MRC).  The Representative also assists the local in all aspects of contract administration and advocacy needs of the membership.

TYPICAL DUTIES
• Answers member inquiries, general information questions and contract questions.
• Resolves any member issues over the phone and refers the case to the Internal Organizer when a field investigation is needed.
• Screens calls to insure that they are routed to the appropriate party
• Enters information on each member’s case in Union Solutions
• Interprets and advises members on their rights
• Assists members who “walk-in” and need consultation
• Assists with maintaining MRC Specialist staff schedules
• Takes accurate and readable messages when necessary
• Distributes messages to appropriate parties in a timely manner
• Participates in collaborative team approaches to MRC outcomes.
• Learns and can answer questions about the various bargaining unit contracts
• Files grievances and tracks grievances through the grievance procedure
• Reports upcoming events and deadlines to supervisors and other appropriate parties
• Mails information to member as requested
• Develops relationships with employer staff to resolve members’ issues
• Responds to members written requests
• Maintains copies of written correspondence (including grievances)
• Encourages members to get involved in union activity
• Walks door-to-door and phone banks for political candidates during election season

JOB QUALIFICATIONS
Knowledge of:
• Collectively bargained contracts and the grievance process
• MS Word, Excel, and Access
• California Education Code, desirable

Ability to:
• Maintain a courteous and professional manner on the telephone and in person
• Quickly respond to “emergency” calls and or/situations through established procedures
• Learn, understand and apply labor law and employment-related policies, practices and procedures.
• Provide a quality member experience, utilizing sound interpersonal and communication skills
• Establish and cultivate respectful relationships with people from diverse backgrounds.
• Good analytical and judgment skills, as demonstrated by the ability to assess information and decide on appropriate course of action
• Prioritize and balance conflicting demands
• Understand and commit to SEIU Local 99’s members and mission
• Work in a high-pressure environment and meet unpredictable deadlines.

ENTRANCE QUALIFICATIONS
Education:
• High school diploma

Experience:
• 1 + years of relevant experience as a receptionist or equivalent type position
• Labor or organizing work desirable
• Bilingual (Spanish) verbal and written skills highly desirable

REQUIREMENTS
• Strong commitment to progressive social change and activism
• Must be able to operate common office equipment (fax machine including receipt confirmation and multiple recipients, computers, etc)
• Work some weekend days and evenings
• Must be able to type a minimum of 30 wpm.
• Sit for long periods of time
• Proficient in verbal and written English.

CLASSIFICATION:  Exempt, Salaried

DEADLINE:     July 22, 2013

TO APPLY:      Please email a resume and cover letter to:

https://home.eease.adp.com/recruit/?id=5747331

SEIU Local 99 is an Equal Opportunity Employer

SEIU Local 99
2724 W. 8th Street
Los Angeles, CA  90004