Customer Service Supervisor

Title: NEMT Customer Service Supervisor

Location: Bellevue, WA. This is an onsite only position.

Work schedule: Full time, Monday - Friday 8:00am - 5:00pm

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 Non-Emergency Medical Transportation (NEMT) Customer Service Supervisor is responsible for the hiring, scheduling, and supervision of the Customer Service Center (call center) staff, under the direction of the NEMT Senior Manager. The NEMT Customer Service Supervisor team is responsible for ensuring the Customer Service 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. Previous supervisory experience in call center or high-volume customer service environment preferred.

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 call center or high-volume customer service environment strongly preferred.
• Experience in staff scheduling, real time monitoring, coaching, and performance management of frontline staff.
• Possesses a forward thinking and process improvement mindset; strategic management experience.
• Self-starter with strong problem solving and de-escalation skills.
• Enjoys managing people.
• Client experience oriented.
• Flexible and adaptable.
• Understanding of Medicaid, Medicare, and other similar programs and/or knowledge of transportation services available for disadvantaged populations desired.
• 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.

• 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.

• 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