Job Description

Title: Customer Service Representative - Nonprofit Department:  Non-Emergency Medical Transportation Location: Bellevue and Shoreline or Redmond (Training is in Bellevue) Work Schedule: Full Time or Part Time schedules, Monday – Friday 8:00am – 5:00pm Compensation:  $17.25/hour ($18.25 options available for multilingual Spanish/English and Russian/English speakers) Benefits:  Full benefits eligible including: medical, dental, vision, life insurance, long term disability, new long term care group plan, paid vacation, holiday and sick leave, 401k retirement savings plan with employer matching, employee assistance and employee discount programs Open:  July 2021 Closes: When filled To Apply: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=a4c4f625-6064-43a4-938d-3ecf41c6dff6&ccId=19000101_000001&jobId=407334&source=CC2&lang=en_US

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.    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:

•    Strong oral and written communication skills •    Excellent customer service skills •    Proficiency in Word •    Ability to learn new software with 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:  o    Employee must manage own transportation needs in adverse weather, including possible limitations to public transportation options 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.

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

Company Description

Hopelink's programs and services focus on 5 key areas: Food, financial & energy assistance, housing & family development, adult education & employment and transportation/mobility. We are the largest nonprofit organization in north and east King County; every year we serve over 63,000 homeless and low-income families, children, seniors and people with disabilities, and have been since 1971. Programs are aimed at helping people achieve stability and helping them gain the skills and knowledge they need to exit poverty for good.