Member Service Centre Tier 1 Representative

**SEIU Healthcare is a union of more than 60,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a society where workers are valued and rewarded for their work. As a result, thriving workers have a greater opportunity to participate and lead in building healthy communities. We provide a strong voice through collective bargaining, labour relations, and political action to ensure frontline workers are heard and respected when decisions about healthcare are being made.**

**We are looking for individuals with a desire to amplify the voice of workers. If you are passionate about labour and social justice, share our values, and want to work toward changing the lives of workers, then a career with SEIU Healthcare is for you**

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The successful applicant** **will promote the values, principles, and services of the SEIU by receiving and responding to general inquiries from members related to employment rights, events and union services. Provide accurate information and guidance to members, regarding their employment rights, Collective Agreements and applicable legislation, as well as general labour relations inquiries and grievance support.

The position holder will work in close coordination with Union Reps, Clerical Staff, Finance, management team, and others to refer and consult regarding member issues. This position is based in our Richmond Hill office.

**DUTIES AND RESPONSIBILITIES**:

- Provide quality customer service, professional and respectful communication, and meet key performance indicators for service levels and member satisfaction.
- Efficiently multitask and navigate multiple systems (CRM, ACD, etc.) while speaking with members and accurately documenting their concerns/inquiries and any/all direction provided.
- Answer member inquiries routed through an automatic call distributor system, providing information and servicing assistance to members and staff of the union.
- Provide information, service, and responses to basic labour relations inquiries from members by utilizing internal knowledge-based article system.
- Route inquiries to appropriate area and/or staff using the internal database system by creating a ticket (inquiry).
- Accurately and efficiently record details of member and non-member interactions in tickets and correctly tag issues for data collection and analysis.
- Register members to events using the internal database.
- Place outbound calls to members as needed, and to encourage activism, to support issues, actions, and events, and to maintain accurate member data.
- Complete registrations of members to programs and services offered by the union.
- Provide support and assistance to members in distress and refer such members to possible sources of support and counselling where appropriate.
- Deescalate calls while maintaining professional boundaries.
- Provide peer support for onboarding and orienting new/internal staff to the MSC.
- Meet established standards (quality of responses and written updates) and recommend process improvements.
- Other duties as assigned.

**Education**:
At SEIU Healthcare, we understand that the best people do not always have the same access to education, and while post-secondary education is always preferred, we want to make sure nothing stands in the way of finding the right person.

**GENERAL REQUIREMENTS**
- Minimum 1 year directly related experience, preferably in a labour union environment.
- Call centre/contact centre experience is essential.
- Experience as a union steward an asset.
- Experience as a SEIU member preferred.
- Call centre/contact centre experience is essential.
- Strong knowledge of Microsoft Office Suite (including Excel and Word), financial reporting and/or database knowledge an asset.
- Proficient in other languages like French, Tagalog, and/or Mandarin is an asset

**SKILLS & COMPETENCIES REQUIRED**:

- Must be able to adapt, think quickly, and work in a fast-paced environment
- Strong interpersonal skills, excellent writing, and verbal skills
- Strong conflict resolution skills and the ability to deal with tense situations.
- Self-motivated and able to work independently with mínimal supervision.
- Time management skills
- High tolerance personality
- Building and maintaining trust relationships with all stakeholders.

**PHYSICAL DEMANDS/ WORKING CONDITIONS / ENVIRONMENT**
- Work evenings and weekends. Work hours will vary to meet the needs of the operation.
- Repetitive tasks requiring sustained concentration in researching and responding to inquiries.
- Dealing with different personalities and members in challenging situations
- Remain in the seated position for long periods of time
- Using a computer for long periods of time
- Sustained use of headset

Salary and oth