Customer Care Coordinator

3 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.

Expected Hours: Monday through Friday, 1:00am-9:00amm

Pay: $17.00/hr.

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.

  1. Act as a liaison between drivers and those that are scheduling rides.
  2. Keep record of driver attendance, tardies on the log central sheet.
  3. Provide resources to chauffeurs to fulfill their job requirements, including keys, vehicle, manifest, forms, instructions, etc.
  4. Create assigned route schedules with the goal of making 100% on time transport of passengers.
  5. Communicate via two-way radio or cell phone (Tablet) any cancelations or changes to the drivers while they are on the road.
  6. Answer and direct phone calls to appropriate staff or complete task requested of caller.
  7. 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.
Position Qualifications:
  1. Minimum Education required: High school diploma or GED.
  2. Minimum 6 months prior work experience in a customer service position.
  3. Prior work experience in transportation services, as either a chauffeur or dispatcher working with senior citizens and/or disabled individuals preferred
  4. Valid driver's license and acceptable driving record in accordance with Hope Network's policies.
  5. Excellent organizational, communication and composition skills with the ability to react appropriately and effectively in problematic or high stress situations with minimal supervision.
  6. Proficient in computer skills, including Microsoft Office Suite (Word, Excel and Outlook) and the ability to gain working knowledge of scheduling software.
  7. Ability to use a variety of office equipment - including a multi-line phone system, copiers, fax machines, two-way radios, tablets, etc.
  8. Bilingual Spanish preferred

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