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Customer Care Coordinator

4 months ago

Grand Rapids, United States HOPE NETWORK Full time

**The Customer Care Coordinator is a key associate at Hope Network whose primary responsibilities include**: Primary responsibility is to facilitate essential customer service delivery to our drivers, passengers, caregivers, funders, general public and all others that he/she comes in contact with. This person is responsible to communicate to all parties involved and resolve all concerns/issues in a timely manner. This position would include handling telephone, radio communication and scheduling and dispatching aspects via computer software. The position also would be directly responsible to meet departmental goals and maintain a high level of customer satisfaction.

**ESSENTIAL FUNCTIONS AND RESPONSIBILITIES**:

- This is not intended to be an exhaustive listing of job functions. This job description in no way states or implies that these are the only duties to be performed by this employee. The employee is required to follow any other instructions and to perform any other duties as assigned._

***
- Regular and predictable attendance is an essential requirement of this position.
- Act as a liaison between drivers and those that are scheduling rides.
- Be the first contact for drivers to identify issues; research and problem solve to resolve issues in a timely fashion. Issues may include, but not limited to, troubleshooting tablet issues, manifest inaccuracies, questions/interpretation, start times, new passengers, addresses, mapping, order of route, breaks, down time, keys, and vehicle capacity.
- Keep record of driver attendance, tardies on the log central sheet.
- Communicate necessary direction for quality and cost-effective service delivery including any safety issues.
- Provide resources to chauffeurs to fulfill their job requirements, including keys, vehicle, manifest, forms, instructions, etc.
- Create assigned route schedules with the goal of making 100% on time transport of passengers.
- Schedule assigned trips efficiently and effectively with the goal to increase overall productivity score/rating of department.
- Communicate via two-way radio or cell phone (Tablet) any cancelations or changes to the drivers while they are on the road.
- Answer and direct phone calls to appropriate staff or complete task requested of caller.
- Assist drivers with emergencies by determining the best way to address the emergency, sending additional staff, fire, police, emergency unit, verbal support and guidance. Ensuring communication with appropriate person(s) as soon as possible.
- Organize completed Manifests and pre-trip sheets that have been turned in and make sure the correct person receives them.
- Identify and resolve no-show issues quickly by contacting the appropriate individuals.
- Assist in identifying routes that are running late or not running efficiently and identify reasonable and cost-effective solutions.
- Be willing and able to solve route problems by performing pickup duties in a timely fashion using a Hope Network vehicle when all other options are exhausted. This may include running a route if you are needed.
- Additional departmental responsibilities/duties as assigned.

**Position Qualifications**:

- Minimum Education required: High school diploma or GED.
- Minimum 6 months prior work experience in a customer service position.
- Prior work experience in transportation services, as either a chauffeur or dispatcher working with senior citizens and/or disabled individuals.
- Valid driver’s license and acceptable driving record in accordance with Hope Network’s policies.
- Have a valid CPR certification or have the ability to obtain one.
- Strong customer service skills and aptitude.
- Ability to be flexible, work independently and meet deadlines.
- Demonstrated ability to work cooperatively as part of a team for the accomplishment of the department and agency mission and goals.
- Excellent organizational, communication and composition skills with the ability to react appropriately and effectively in problematic or high stress situations with mínimal supervision.
- Proficient in computer skills, including Microsoft Office Suite (Word, Excel and Outlook) and the ability to gain working knowledge of scheduling software.
- Demonstrated ability to communicate in written and verbal formats to meet position responsibilities.
- Ability to use a variety of office equipment - including a multi-line phone system, copiers, fax machines, two-way radios, tablets, etc.