MAC Organizer I

Duties And Responsibilities

• Help form, build and grow our union through interaction with our membership.
• Engage callers regarding topics pertinent to them as long term care workers including updates on politics, public policy, and other member issues.
• Documentation of calls using MAC computer systems.
• Problem solving and providing resources for workers via phone or mail.
• Answer questions about union contract or on-the-job rights: Filing a grievance/requests and/or referral to the staff team which handle collective bargaining and employer relations for Private Employers.
• Answer questions about union participation, including membership status/dues.
• Answer questions on employment benefits.
• Aid workers in registering for training courses and with questions relating to the California Long-term Care Education Center.
• Encourage member participation in union activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy, membership recruitment and retention and COPE sign up.

Qualifications

• Fluency (written and spoken) in English and at least one additional needed language (Spanish, Mandarin/Cantonese, or Armenian) preferable, but not required.
• Answer inbound calls and/or place outbound calls using computer based phone system, and speaking through a head set or phone handset, may include answer, disconnect, place on hold, conference with another call, make "help desk" call.
• Follow call flow script to gather information on caller and answer questions appropriately.
• Create follow up work orders (escalations, mail requests, etc.) as needed using online forms.
• Use customer service skills and techniques to resolve caller complaints and concerns.
• Adhere to department policies, practices, and behaviors on phone etiquette, punctuality, workplace cleanliness and performs to a high work ethic including but not limited to servicing without distractions and providing a high quality customer service experience to our membership.
• Understand and is actively engaged in meeting departmental goals.
• Use Standard Operating Procedures for a variety of activities including but not limited to: class registration, verification of eligibility for health insurance benefits, first level investigation of member complaints and/or discipline, using Language Line translation service, etc.