Member Action Support Specialist

Overview SEIU Healthcare Minnesota represents over 40,000 healthcare and long‑term care workers in hospitals, clinics, nursing homes and home care across Minnesota and Iowa. The organization is dedicated to building an organization that advances social and economic justice through work on local, state, national and even global policy issues that affect members, patients, residents, clients and communities. SEIU members are winning better wages, healthcare and more secure jobs for their communities. Summary of Position The Member Action Center Support Specialist is responsible for answering the Member Action Center phones and email, servicing incoming member calls and emails, answering members’ questions, fielding members’ calls, rerouting incoming calls when appropriate, distributing messages to proper personnel, and providing staff support. Working independently, the specialist provides accurate and timely information to members using excellent customer service skills. This position reports to the Member Action Center Director. Responsibilities Answer all incoming phone calls and emails from members and identify the type of assistance the member needs. Accurately document information exchanged during each call or email, track grievances, and log all calls, emails, and grievances in the UnionWare database in a timely manner. Maintain the Member Action Center email by responding to and answering all emails received in the Member Action Center account. Engage with members in a friendly and professional manner while actively listening to their concerns, and notify individuals for follow‑up when appropriate. Field incoming calls in a timely manner, notify the appropriate individuals for follow‑up if needed, and manage time effectively to keep up with the queue. Engage in organizing conversations with members to build a stronger union. Refer to contract language on communications with members where applicable. Maintain all data of members, dues, employers and all additional information held in databases. Perform other work to ensure the achievement of the mission and goals of SEIU Healthcare Minnesota and Iowa, including political campaigns, organizing, contract campaigns, job actions, blitz campaigns, supporting partner organizations, and other duties as may be assigned. Skills and Qualifications Excellent interpersonal and verbal communication skills demonstrated by the ability to establish and cultivate respectful relationships with people from diverse backgrounds and cultures. 1+ year customer service experience, preferably in a call center setting or fast‑paced contact center environment where frequent communication with customers by phone occurs. Ability to communicate professionally and respectfully while providing customer service over the phone, in person, and in writing. Effective team participation by showing a willingness to assist and support others, treating people with courtesy and respect, and appreciating cultural differences. Ability to focus, listen, and ask questions during training and when interacting with members. Excellent attention to detail. Demonstrated ability to exercise excellent judgment and decision‑making skills, and to prioritize work to meet deadlines. Ability to work independently with minimal supervision and be able to work collaboratively as part of a multicultural team. Basic computer skills, proficiency in Microsoft Office applications, and working knowledge of a database. Ability to work 40 hours per pay week, Monday‑Friday, with periodic overtime required. High School diploma or equivalent GED. Bilingual or multilingual abilities are a plus. Hourly Wages and Benefits Hourly wage: $22.92 per hour (subject to OPEIU Local 12 collective bargaining agreement). Benefits include health insurance, dental insurance, tuition reimbursement, 401(k), paid time off, and additional union‑specific benefits. The final offer and level will be commensurate with experience and in accordance with the rates of pay in the OPEIU Local 12 agreement. Application Instructions Please submit your cover letter and resume via email to Rasha Ahmad Sharif (View email address on click.appcast.io) or Jigme Ugen (View email address on click.appcast.io). Use the subject line “YourFirstNameLastName_MAC Support Specialist.” The position will remain open until filled; interviews are on a rolling basis. #J-18808-Ljbffr Marathon Petroleum