Customer Service Representative

Title: Customer Service Representative - $2,000 Hiring Bonus!

Department:  Non-Emergency Medical Transportation

Location: Bellevue, WA

Work Schedule:  Full time:  Monday - Friday; 8am - 5pm, 9am - 6pm or 10am - 7pm
                                    (Mon - Thurs (4/10) shifts available, after fully trained)

Compensation:  $18.00hour (Increase pay available for Russian/English speaking and afterhours shifts); $2,000 New hire bonus

Benefits:  Full benefits eligible including: medical, dental, vision, life insurance, long term disability, long new term care group plan, paid vacation, holiday and sick leave, 401k retirement savings plan with employer matching, employee assistance and employee discount programs

Be a part of team that makes a huge impact on our community! Hopelink programs focus on food, financial assistance, transportation, mobility, housing & family development, adult education & employment. Programs are aimed at helping people achieve stability and helping them gain the skills and knowledge they need to exit poverty. 

Summary:

The Customer Service Representative works with Medicaid clients to get them transportation to much needed medical care.  Representatives determine what transportation services clients qualify for and arrange the most cost-effective transportation to fit their needs.  This position is a great starting point or career transition opportunity for people wanting to work in medical administration, transportation, or the non-profit sector.  

The ideal candidate brings great communication skills, a customer service mindset, and a passion for helping people. Bilingual and Bicultural candidates are encouraged to apply.  All career level candidates welcome to apply.

Members of BIPOC (black, indigenous, people of color) communities, or people who have personal experience in historically marginalized and excluded communities are especially encouraged to apply.

Essential Functions:

•    Communicates respectfully with people regardless of age, race, gender, religion, color, national origin, marital status, the presence of any physical, sensory, or mental disability, sexual orientation, political ideology, gender identity, military status, genetic information, or any other expression of diversity.

•    Answers calls, webchats, and other media requesting transportation and gathers required information about a potential client.  

•    Assists clients through the various stages of the eligibility screening process, identifying documents or resources needed to confirm eligibility and ensure appropriate service.

•    Educates clients on transportation services available to them including public transit, fuel reimbursement, train, commercial bus, or door-to-door transportation.  

•    Processes trip requests for customers using the scheduling software for the Customer Service Center. 

•    Serves as first line of resolution to customer complaints.  Assists customers in identifying any complaints they may have and attempts to problem solve with client to find a suitable resolution.    

•    Demonstrates strong commitment to customer service and Hopelink’s mission.

•    Maintains a professional and positive working relationship with clients, vendors, volunteers, donors, and fellow staff and adheres to the Hopelink Standards of Conduct. 

•    Other duties as assigned.

•    Regular, daily attendance and punctuality is essential to our business and to this position. 

Required Qualifications:

We’d love to hear from you. So, if you think you qualify, and don't necessarily meet every single point on this  job posting, please still get in touch. We'd love to connect and see if you could be a great fit.

•    Strong oral and written communication skills

•    Excellent customer service skills

•    Proficiency in Word

•    Ability to learn new software with paid training 

•    Ability to adapt in a changing environment

•    Problem solves by building creative solutions and finding potential in every situation

•    Ability to work in a call center environment

•    This position is a Service Critical Employee with specific attendance requirements: Employee must manage own transportation needs in adverse weather, including possible limitations to public transportation options.  Regular attendance and punctuality is essential to our business and to this position.

Preferred Qualifications:

•    Two years of college in social service or related field; or equivalent combination of education, training, and work experience in a related field, and/or military service.

•    Experience working in a social service or medical environment with low income, elderly, disabled, and people of diverse backgrounds preferred

•    Previous experience in call center setting

•    Fluency in Spanish, Russian, Vietnamese, Arabic or Somali a plus

•    Understanding of Medicaid, Medicare, and other entitlement programs

Physical Demands:

The physical demands and work environment described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities who are otherwise qualified to perform the essential functions.  

•    Work involves standing, walking, stooping, talking, reaching, sitting, bending, kneeling, climbing, grasping, hearing, using hands to handle, feel or operate objects, and reaching with hands and arms.  

•    Vision abilities required by this job include close vision and the ability to adjust focus.  

•    The noise level in the work environment is usually moderately noisy and is in a Customer Service Center environment with 35-40 cubicles.

Licenses, Certificates and Other Requirements:

•    Must pass criminal background check.

•    Must have reliable transportation in order to adhere to attendance expectations.

•    Must pass criminal background check.

•    Covid-19 Vaccination Requirement: On November 30, 2021, all Hopelink employees will be required to be fully vaccinated against COVID-19. Upon hire, you will be required to submit proof of vaccination. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation in accordance with applicable laws. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation. Hopelink is committed to providing the best possible service to all of our clients in a safe environment.

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.

If you want to join our dynamic team, why not bring your talents and skills to Hopelink?  In addition to great staff, we offer a competitive benefit package.

To see all of Hopelink’s open positions, please visit:

http://hopelink.org/about-us/careers

Hopelink is an Equal Opportunity Employer committed to workplace diversity.

www.hopelink.org