Who We Are:

SEIU 775 Benefits Group’s mission is to improve the skills, health and stability of the caregiver workforce through innovation and high-quality benefits and programs.

We partner with workers, employers and industry stakeholders to collectively solve workforce problems through innovation, creativity and an evidence-based approach. Together, we deliver high-quality benefits and services to support a growing caregiver workforce.

We are a nonprofit – passionate about revolutionizing the future of in-home care, and are looking for others to join our smart, collaborative and kind team.

The Details:

Location: Headquartered in Downtown Seattle, remote work possible from WA

Work Schedule: Our typical business hours are 8:30-5:00 Monday-Friday.

Travel Requirements: Up to 10%

Category: Full-Time, FLSA Non-Exempt, Regular, Union

Physical Requirements: Must be able to sit and stand for long periods of the day.

About the Position:
Reporting to the Manager of Customer Experience Operations, the Customer Experience Operations Specialist will uphold the customer support vision of the CXP team and the Benefits Group as a whole. This role will provide customer support in various situations and using various tools to solve complex problems in collaboration with call center and Benefits Group staff. This role will balance direct customer support with technical documentation and collaborative problem solving and will have opportunities for public speaking and tracking of customer service trends.

You Will:

• Continuously refine and enhance process documentation to ensure optimal efficiency and clarity;
• Provide high level resolution to complex customer service challenges, ensuring utmost satisfaction;
• Foster meaningful connections with caregivers through dynamic engagement on social media platforms;
• Facilitate seamless onboarding for new hires in the call center, ensuring their proficiency with our technology platforms;
• Coordinate with internal teams to navigate intricate customer service issues, particularly regarding training logistics;
• Manage coordination of customer service activities with caregiver employers as necessary;
• Address and follow up on training sessions to maintain a safe and supportive learning environment;
• From time-to-time, perform other duties commensurate with the level of this position.

You Will Need to Have:

• Proven experience in a customer service related role;
• Ability to showcase adept problem-solving skills and a commitment to customer satisfaction;
• Excellent organizational skills with great attention to detail;
• Outstanding time management skills with a proven ability to meet deadlines;
• Demonstrated ability to facilitate collaborative solutions to complex problems;
• Experience with Office products, including Excel and Word;
• Experience with or willingness to learn Salesforce customer service tools;
• Experience with or willingness to learn Customer Relationship Management technology;
• Excellent interpersonal and communication skills.

It Will Be Great if You Have:

• Experience with or having a passion for Non-Profit work;
• Experience with or having a passion for Unions.

Salary Range:

• $62,673.14 to $79,392.45

Benefits:

• Fully Paid Medical, Dental and Vision;
• 18 days PTO, 15 Sick days, 10 holidays, 1 floating holiday, 2 personal days and 1 week Winter Break;
• Defined Benefit Pension Plan and 401(k) options;
• Fitness, cell phone, internet and furniture stipends.

Statement of Affirmative Action

SEIU 775 Benefits Group is proud to be an equal opportunity workplace and is an Affirmative Action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.