Customer Service Supervisor

Title : NEMT Customer Service Supervisor

Location : Bellevue, WA

Work schedule : Full time Monday Friday, some flexibility with shift time. This position requires on-site availability.

Who we are : Hopelink is the largest nonprofit in North and East King County. For over 50 years we have been in the community serving homeless and low-income families, children, seniors, and people with disabilities.

Make an impact in your 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 gain the skills and knowledge they need to exit poverty. Join us!

The career opportunity : The Customer Service Supervisor is responsible for the hiring, scheduling, and supervision of the Customer Service Center staff, under the direction of the Operations Manager in the Transportation Brokerage.

The Customer Service Supervisor team is responsible for assuring the Customer Service Center (call center) meets contractual requirements under Hopelink’s contract with the Health Care Authority (HCA) for Medicaid transportation.

The Customer Service Supervisor is a critical role, providing independent problem solving and a sense of ownership for the success of the team and of the call center.

The ideal Customer Service Supervisor candidate will have excellent leadership skills, supervisory experience, and an accountability mindset towards inspiring staff and achieving team goals.

Experience in customer service or call center environment a plus.

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.

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.
• Strong bias for action.
• Enjoys managing people.
• Client experience oriented.
• Flexible and adaptable.
• Strong oral and written communication skills.
• Excellent attendance and punctuality.
• 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. Because of the critical nature of this role to Hopelink operations, it is important that you are able to :
• Report to the worksite during your scheduled hours, regardless of weather conditions or other emergencies.
• Manage your 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 :

• 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.
• Strategically evaluates processes and implements process improvements; evaluates the big picture when making decisions about process change.
• 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. Responsible for monthly reports and record-keeping related to the maintenance of the HCA contract, staffing, and performance.
• 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.
• Provides second level response to emergencies as they occur during daily operations, such as software problems, policy interpretation, or staffing issues.

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

• Compensation : $29.25 - $31.35 / hour DOE
• 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 Mission and Values :

Hopelink’s mission is to promote self-sufficiency for all members of our community to help people make a lasting change.

Our Values are Growth & Human Potential, Inclusion, Compassion, Relationships Built in Trust, Quality of our Work, and Fiscal 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.