Customer Care Coordinator - Bilingual Spanish

Hope Network•Kentwood, MI

5d•Onsite

About The Position

The Customer Care Coordinator serves as a key point of contact for transportation customers, passengers, caregivers, drivers, and other partners. In this role, you’ll coordinate ride requests, process applications and recertifications, create efficient route schedules, and help resolve transportation-related concerns while ensuring a positive customer experience and safe, reliable service.

Requirements

Bilingual Spanish
Valid driver’s license and acceptable driving record
Ability to obtain and maintain a valid Chauffeur’s License
Ability to communicate clearly and professionally with customers, caregivers, drivers, and coworkers
Ability to work full-time in an office setting
Ability to fill in for driver vacancies when needed
Customer-focused and professional with a commitment to helping others
Strong communication and relationship-building skills
Organized and able to manage multiple priorities
Adaptable and comfortable responding to changing or time-sensitive situations
Strong problem-solving skills and attention to detail
Able to work independently while also contributing to a collaborative team
Compassionate and respectful toward seniors and individuals with disabilities

Nice To Haves

Customer service, call center, scheduling, transportation, healthcare, or related experience
Experience providing transportation services to senior citizens and/or individuals with disabilities
Basic computer proficiency and ability to learn new software and systems

Responsibilities

Answer customer calls and provide helpful, professional support
Enter and coordinate ride requests to support accurate and timely transportation
Process new customer applications and recertifications
Coordinate communication between passengers, caregivers, drivers, and scheduling staff
Create route schedules and schedule trips to support on-time transportation
Identify and help resolve no-shows, late routes, and other transportation concerns
Help develop safe, efficient, and cost-effective solutions to service challenges
Communicate safety concerns and important information to the appropriate team members
Work collaboratively with the Transportation team to support excellent customer service
Maintain regular and predictable attendance in this full-time, in-office role
Fill in for driver vacancies when needed