Hybrid Customer Service Coordinator presso Hopelink

Title:  NEMT Customer Service Coordinator

Location:  Bellevue, WA

Work schedule: Full time Monday – Friday, 8:00am – 5:00pm. This position requires on-site availability.

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: The NEMT Customer Service Coordinator will be responsible for daily tasks while ensuring the Customer Service Center (CSC) meets contractual requirements under Hopelink’s contract with the Health Care Authority (HCA) for medical transportation. In addition to the Reservation Functions performed by the Customer Service Representative (CSR), the Customer Service Coordinator will also be responsible for side-by-side training of CSRs, serves as the first escalation level for CSRs, and assists Customer Service Supervisors in monitoring phone service levels. Moreover, the Customer Service Coordinator has excellent leadership skills and provides independent problem solving, coaching and an accountability mindset towards achieving team goals.

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!

• Experience working with clients and customers; strong customer service and analytical skills.
• Proven ability to lead staff and build teams with strategic management experience.
• Possesses a forward thinking and process improvement mindset; asks questions.
• This position is a Service Critical Employee with specific attendance requirements.  
  • Employee must report to work site during their scheduled hours, regardless of weather conditions or other emergencies.
  • Manage own transportation needs in adverse weather, including possible limitations to public transportation options.
  • Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.

Examples of what you will be doing:

• Identifies and addresses training issues within the Customer Service Center; makes recommendations for training to CSC management. Provides one-on-one training assistance to CSRs as requested by Supervisors. 
• Assists Supervisors in monitoring telephone service levels throughout the day and makes recommendations to change the workflow to ensure service level goals are met. Monitors and makes recommendations for all work queues and workflows.
• Provides scheduling, phone support, and various support tasks. 
• Serves as point of contact for questions about any aspect of CSR functions, and as the first level of customer escalation.

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

• Compensation: $25.00/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 one-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. Home Page - Hopelink