Volunteer Customer Service Coordinator

EvergreenHealth•Kirkland, WA

11d•Onsite

About The Position

Provides mentorship and customer service training to EvergreenHealth information desk volunteers and supports internal customer service excellence initiative. Responsible for information desk volunteer orientation, updates, and ongoing training. Assists with clerical duties, special projects and record keeping of Volunteer Program. Works closely with Volunteer Department to enhance volunteer opportunities with information desks and in other areas.

Requirements

High School graduate or equivalent
2 years of customer service experience
Exceptional customer service skills
Knowledge of customer service excellence processes and procedures.
Ability to train others in customer service excellence processes and procedures and motivate others to provide excellent customer service
Ability to communicate effectively by phone and in person.
Ability to maintain a positive, cooperative, and customer-focused approach, fostering effective relationships through professional, engaging interactions and a demonstrated commitment to assisting others.
Good organizational skills and the ability to work successfully with frequent interruptions.

Nice To Haves

Training experience
Healthcare experience

Responsibilities

Coordinates and leads volunteers assigned to staff the information desks to ensure a positive patient experience and support operational excellence.
Maintains Information Desk policies, procedures, and training resources.
Coordinates volunteer schedules and tracks volunteer attendance.
Conducts information desk training for new volunteers. Tracks organizational training and assessments of information desk volunteers.
Provides guidance, coaching and performance feedback to Information Desk volunteers. Demonstrates best practices to promote a culture of customer service excellence, professional guest-centered interactions, adherence to established standards and the consistent delivery of a positive and efficient guest experience.
Responds to guest, volunteer, and operational concerns about the Information Desk. When necessary, assesses patient and visitor needs and activates appropriate emergency response protocols.
Ensures volunteers are compliant with applicable department competencies and hospital policies.
Supports the Gift Shop as needed.
Performs other duties as assigned.