Member Service Centre Tier 1 Representative

About the role

The Member Service Centre Tier 1 Representative provides frontline support to SEIU Healthcare members, answering inquiries about employment rights, collective agreements, and union services. Working from the Richmond Hill office, you will help amplify workers' voices and ensure members receive accurate, timely information.

Key responsibilities

• Deliver high‑quality customer service and maintain professional communication with members.
• Handle inbound calls via an Automatic Call Distributor (ACD) system while navigating CRM and other databases.
• Document member concerns, create tickets, and route inquiries to the appropriate internal teams.
• Provide basic labour‑relations guidance using internal knowledge‑base articles.
• Register members for events and conduct outbound calls to encourage activism and update member data.
• Meet performance indicators for service levels and member satisfaction.

Required profile

• Passion for labour, social justice, and supporting frontline healthcare workers.
• Strong communication skills and ability to multitask in a fast‑paced call‑centre environment.
• Detail‑oriented with a commitment to accurate record‑keeping.
• Team player who collaborates with union representatives, clerical staff, finance, and management.

Required skills

• Experience with Customer Relationship Management (CRM) systems.
• Familiarity with Automatic Call Distributor (ACD) technology.
• Proficiency in ticketing and internal database tools.

What we offer

• Competitive annual salary of $53,149.20 CAD.
• Full‑time permanent position in a supportive union environment.
• Opportunities for professional growth within SEIU Healthcare.