Careers

Customer Service Specialist I - Part Time

Location: Bellevue, WA
Department: Transportation
Work Schedule: 20 – 25 hours/week
Compensation: $12.41/hr. DOE
Benefits: prorated; no medical/dental
Opening Date: 8/25/2011
Closing Date: When filled

For 40 years, Hopelink, a vibrant community action agency, has served homeless and low income families, children, seniors and people with disabilities in an 800 square mile area of north and east King County, Washington. Our vision is a community free of poverty. To that end, we provide a wide variety of human services that moves forward our mission to promote self-sufficiency for all members of our community; we help people make lasting change.

To apply, please click here

Summary:
The Customer Service Specialist I (CSS I) works closely with clients over the telephone in a call center environment. The CSS I determines eligibility for transportation and other services, accurately configures account information in the database, and develops with the client an appropriate solution to their needs. In addition, the CSS I serves as a first level of client complaint resolution.

. Essential Functions:

  • Answers telephone calls requesting transportation and gathers required information about potential client.
  • Assists callers through the various stages of eligibility screening process, identifying documents or resources needed to confirm eligibility and ensure appropriate service.
  • Maintains and applies accurate, current knowledge of all rules, regulations, laws and contractual requirements to determine client eligibility for Medicaid-funded and privately-contracted services through Hopelink.
  • Educates callers regarding eligibility for services. Provides referral information and assistance regarding other transportation services in the county to callers who are ineligible for services.
  • If eligible, creates client's portfolio in database, accurately documenting eligibility data and service needs.
  • Accurately processes trip requests for customers using the scheduling software for the Customer Service Center.
  • Maintains accurate knowledge of transportation scheduling job function and how this relates to the CSS functions. Understands how the product produced in the Customer Service Center is used and relied upon in the resource management group.
  • Maintains accurate knowledge of the policies and procedures for each separate contract supported by the Customer Service Center.
  • Serves as first line of resolution to customer complaints. Assists customers in identifying the complaint issue, and attempts to problem solve with client and find a suitable resolution. If that is unsuccessful, documents complaints as appropriate.
  • Maintains a professional and positive working relationship with customers, fellow staff, vendors, and other agencies.
  • Demonstrates strong commitment to customer service and Hopelink’s mission.
  • Performs light office work such as faxing and filing.
  • Regular, daily attendance and punctuality is essential to our business and to this position.

Education and Experience Requirements:

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

Licenses, certificates, & other requirements:

  • Must have reliable transportation in order to adhere to strict attendance policy.
  • Must pass criminal background check through Washington State Patrol.

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.

Hopelink is an Equal Opportunity Employer committed to workplace diversity.
www.hope-link.org

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.