What are the responsibilities and job description for the Lead Customer Service Specialist position at Helping Hands Hawaii?
To perform a variety of administrative tasks and dispatching support, related to the Bilingual Access Line.
Availability:
- Monday - Friday 8am - 4:30pm
Essential Duties & Responsibilities:
- Assist, research and follow-up on interpreters, vendors, customers, and community partners with requests, concerns, inquiries, and responds to questions and/or inquiries.
- Maintains accurate records and assists in the coordination of all neighbor island quotations (airfare and car rental), law offices, new vendors/agencies, and unverified appointments.
- Answer the Bilingual Access Line's phone calls within 3 rings in a courteous, professional manner and identify him/herself to caller and enter and dispatch all requests accordingly.
- Retrieve messages from voicemail audix Ext. 883 within 15 minutes and log the information on appropriate paperwork that includes the name of the caller, date, time of call, phone number, and nature of call and give to appropriate individual and/or call back the caller accordingly.
- Sort, process and dispatch all email requests and all faxes received at 536-7235 daily from 8:00am to 4:30pm with appropriate facsimile reply within 15 minutes.
- Reviews all processed "STAT", "REPLACEMENTS", and "LAST MINUTE REQUESTS" immediately and accordingly to available interpreter(s) or Boostlingo interpreter network as well as any request(s) received via Boostlingo, telephone, emails or faxes.
- Enter any follow-up and future jobs on Encounter Forms received via email, mail, fax, or in person.
- Audits all faxes and the Bilingual Access Line calendar for scheduling of interpreters for vendors' appointments (i.e. duplicate jobs, missing information, and pending jobs) and ensure that appointments are dispatched, rescheduled, and processed accordingly by 4:00pm on a daily basis.
- Processes Interpreter Survey Forms with vendors weekly.
- Gather information, including A/P information, to submit and set up new vendors in the BAL system.
- Provide training to Customer Service Specialists and continually update training manual.
- File all paperwork to appropriate file and/or folders on a daily basis.
- Assists the Program Manager as needed.
Qualifications:
- Two (2) years of progressive job-related experience where knowledge and abilities have been demonstrated, preferably in the Human Services environment.
- Extensive working knowledge of computer programs including but not limited to Microsoft Word and Excel, Power Point and other database operational software.
- Ability to work directly and collaboratively with diverse persons and programs found in a multi-faceted agency and community.
- Ability to organize, direct, reviews and evaluate activities and volunteers.
- Effective Communication skills (listening, speaking and writing).
- Detail oriented and ability to multi-task.
- Valid Driver's license and willingness to use properly insured vehicle.
Must comply with company code of ethics, confidentiality practices, HIPAA, safety and all other policies and procedures.
EEO/AA/M/F/Vet/Disability
Salary : $19 - $20
