Bilingual Call Center Representative

SEIU 775•Seattle, WA

4d•Hybrid

About The Position

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.

Requirements

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
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 computer proficiency, including data entry and use of multiple systems simultaneously
Strong critical thinking and problem-solving skills
Ability to follow structured processes and maintain accurate documentation
Reliable work history with demonstrated dependability and accountability
Ability to work a full-time schedule
Personal commitment to the mission and goals of organization is a requirement of this position

Nice To Haves

Experience in a call center, contact center, or member services environment
Experience in human services, social services, or advocacy-based organizations
Experience providing translation or interpretation services in a professional setting

Responsibilities

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.