Customer Service Representative

Title: NEMT Customer Service Representative
Location: Bellevue, WA. This is an onsite only position. 
Work Schedule: Full time, Thursday – Monday, 11:00pm – 8:00am

Initial training for this position lasts approximately two months with a schedule of Monday - Friday, 8:00am - 5:00pm.

Who we are: Since 1971, Hopelink has provided stability-building programs for people experiencing poverty, immigrants and refugees, and people with disabilities.  We are the largest nonprofit in North and East King County.  

Make an impact in your community  Hopelink equips people to exit poverty through comprehensive services, impactful partnerships, and advocacy for equitable opportunities for all. Join us

Hopelink programs work in tandem to fill gaps, supporting each family or individual's unique needs. These include food, energy, and financial assistance, housing with case management, mobility management, non-emergency medical transportation, Dial-a-Ride Transit (DART), English for work, family development, and financial capabilities. To learn more, go to 

The career opportunity: The Non-Emergency Medical Transportation (NEMT) Customer Service Representative works with Medicaid clients to get them transportation to much needed medical care.  Representatives determine which 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 candidates are encouraged to apply. All career level candidates are welcome 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

• Customer Service Mindset
• Strong oral and written skills
• Proficiency in Word
• Problem solver who can adapt to changing call center environment.
• Previous experience in a call center a plus
• Fluency in Spanish, Russian, Vietnamese, Arabic or Somali a plus
    

Examples of what you will be doing:

• Respond to inquiries via calls, web chats, and other channels to collect client information for transportation requests.
• Guide clients through eligibility screening, identifying required documents and resources for verification and service suitability.
• Handles customer complaints as the primary point of contact, aiding clients in identifying and resolving issues.
• This position is a Service Critical Employee with specific attendance requirements:  
  1. Employee must manage own transportation needs in adverse weather, including possible limitations to public transportation options.  Regular attendance and punctuality are essential to our business and to this position.
      

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

• Compensation: $23.00/hour
• 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 Values: 

Growth & Human Potential

Relationships Built in Trust

Culture of Belonging

Quality of Our Work

Community-Centered

Fiscal & Data 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.