Who We Are:

The SEIU 775 Benefits Group is a family of employee benefit plans negotiated and sponsored by SEIU 775, the labor union for long-term care workers in Washington State & Montana.  We are leading the transformation of home care into a thriving career and helping to prevent the coming care crisis. With 10,000 people turning 65 every day in the U.S., there are not enough qualified, trained workers to care for the exponential rise in older adults needing care. Through groundbreaking initiatives, the SEIU 775 Benefits Group, together with its union and employer partners, are ensuring that Washington state home care workers have access to the skills and support they need to stay and grow in the field. 

The Details:

Location: Downtown Seattle (remote is not available for this role) 

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

Travel Requirements: Up to 10% 

This Role is Approved Through: June 30, 2020 

Category: Full-Time, Exempt, Union 

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

What You’ll Be Doing:

Reporting to the Customer Relations Manager, the Customer Relations Program Lead will support a rapidly growing organization that helps to connect caregivers and patients.  This role will have a high focus on marketing support and exceptional customer support.  Your responsibilities will include, but not be limited to:

  • Coordinate relationship oversight, concerns and solutions from stakeholders (Carina, State of Washington Department of Social and Health Services, Labor Union (SEIU 775); and other internal stakeholders);
  • Advocate for timely user support solutions according to customer needs and priorities;
  • Serve as a liaison with user support vendors (such as the Member Resource Center and the State of Washington Home Care Referral Registry) to ensure excellent user support, and communicate product feedback from user support channels;
  • Analyze relevant customer service, marketing trends and operational data to assess future program direction;
  • Recommend process improvements and operational changes that will improve users’, potential users’ and stakeholder experience;
  • Communicate progress on initiatives, metrics, and problem solving;
  • Implement special projects related to Carina’s marketing and user support programs including writing content for social media and managing text-based campaigns;
  • Resolve complex and highly sensitive customer service issues;
  • Act as the lead for Carina’s participation in high priority public events;
  • Collaborate across the organization to ensure alignment and coordination for Carina’s programs;
  • Work in collaboration with the leadership of the Marketing & Communications team to implement marketing tactics including texting, content creation, and social media as well as develop metrics related to these channels;
  • Other duties as assigned by your manager.

You Will Need to Have:

  • 3-4 years of experience in metric-based customer service and marketing;
  • Commitment to high quality delivery of marketing and user support programs;
  • Proven ability to manage multiple projects at the same time while paying strict attention to detail;
  • Demonstrated ability to communicate and effectively present materials and ideas at all levels of the organization;
  • Excellent oral and written communication skills;
  • Excellent project coordination skills;
  • Customer relationship building mindset and skills;
  • Excellent critical thinking skills, problem solving skills and ability to patiently assist dissatisfied customers;
  • Ability to anticipate future obstacles and prepare proactive and creative solutions;
  • Proficient in Microsoft Office, Internet, websites, and browser;

It Will Be Great if You Have:

  • Bachelor’s Degree in social services, marketing, business, communications or similar field
  • Proficiency in Salesforce

The SEIU 775 Benefits Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Categories: Jobs