Hybrid Interim Customer Service Supervisor bei Hopelink

Title: Interim NEMT Customer Service Supervisor

Location: Bellevue, WA

Work schedule: Full time, Monday – Friday, 8:00AM – 5:00PM, with rotating holidays and on-call responsibilities for urgent matters.

Who we are: Since 1971, Hopelink has provided stability-building programs for people experiencing poverty, immigrants and refugees, and people with disabilities.  We are the largest nonprofit in North and East King County.  

Make an impact in your community!  Hopelink equips people to exit poverty through comprehensive services, impactful partnerships, and advocacy for equitable opportunities for all. Join us!

Hopelink programs work in tandem to fill gaps, supporting each family or individual’s unique needs. These include food, energy, and financial assistance, housing with case management, mobility management, non-emergency medical transportation, Dial-a-Ride Transit (DART), English for work, family development, and financial capabilities. To learn more, go to https://www.hopelink.org/

The career opportunity: Under the direction of the Non-Emergency Medical Transportation (NEMT) Customer Service Center Senior Manager, the Interim Customer Service Supervisor will be responsible for the hiring, scheduling, and supervision of Customer Service Representatives. The Interim Customer Service Supervisor, alongside the Customer Service Supervisor team, is responsible for ensuring the Customer Service Center (call center) meets contractual requirements under Hopelink’s contract with the Health Care Authority (HCA) for Medicaid transportation. 

The Interim Customer Service Supervisor is a critical role that is expected to last approximately three and a half months or based on business need. The Interim Customer Service Supervisor will have performance metrics and a development plan for professional development. The ideal Interim Customer Service Supervisor provides independent problem solving and a sense of ownership for the success of the team and of the call center. The ideal candidate will have excellent leadership skills, supervisory experience, and an accountability mindset towards inspiring staff and achieving team goals. Experience in customer service or in a call center environment a plus.   

What qualities we are looking for: We’d love to hear from you. So, if you are interested in this position, but don’t meet every single point on this job posting, please still get in touch. We would be happy to connect and see if you could be a great fit. We offer paid training!

• A minimum of two years supervisory experience desired. Supervisory experience in a high volume, inbound, demand response, transportation Customer Service Center a plus. 
• Experience in staff scheduling, real time monitoring, and performance coaching.
• Possesses a forward thinking and process improvement mindset; strategic management experience.
• Strong bias for action.
• Enjoys managing people.
• Client experience oriented.
• Flexible and adaptable.
• Understanding of Medicaid, Medicare, and other similar programs and/or knowledge of transportation services available for disadvantaged populations desired.
• Experience and/or desire to work in a social service environment with people of diverse backgrounds, low-income families, elderly, and/or clients with disabilities. 
• Ability to pass a criminal background check.
• This position is a Service Critical Employee with specific attendance requirements.  

 Examples of what you will be doing:

• Plans, organizes, coordinates, assigns, and supervises the work of Customer Service Center staff; prioritizes activities, monitors, and evaluates staff performance. 
• Hires, onboards, trains, guides, coaches, identifies training needs, and supports individual professional development of Customer Service Representatives, Coordinators, and Assistants.
• Provides second-level response to urgent matters as they occur during daily operations.
• Model client-focused customer service, demonstrating empathy for both clients and coworkers.
• Evaluates and assesses Customer Service Center functions to ensure contractual and program goals are met or exceeded. 
• Participates as a member of Non-Emergency Medical Transportation (NEMT) Brokerage leadership team at Hopelink; helps ensure the successful operations of the transportation Brokerage. 
• Works collaboratively with other Supervisors to build morale and increase retention in the Customer Service Center. 

How you will be compensated: Hopelink is proud to provide meaningful paid time away from work and an affordable, comprehensive benefits package.

• Compensation: $29.00/hour
  
• Up to 10 paid vacation and sick days annually and 10 paid holidays, 
• Plus up to 7 paid float days available to use immediately; dependent on hire date and hours/week
• Medical, Dental, and Vision benefits after 1 month waiting period
• Flexible Spending Accounts; 401k with Employer Match; Life, Disability & Accident coverage
• Wellness Program; Employee Resource Groups; Employee Assistance Program; Employee Discount Opportunities; Training Classes
• Internal Career Opportunities; Professional Development; Leadership Development; Career Path Coaching
• Annual Performance Reviews with Merit Increase Opportunities

Hopelink Values: 

Growth & Human Potential

Relationships Built in Trust

Culture of Belonging

Quality of Our Work

Community-Centered

Fiscal & Data Stewardship

We are actively building an environment that welcomes and encourages the involvement and success of all individuals and respects the new possibilities that are created when diverse people, beliefs and values are included.