Bilingual Customer Service Representative Job at Planned Parenthood Association of Utah
The call center hours are Monday through Friday, 8:30-6. This position will work 40 hours a week from 10:00 AM - 6: 00 PM PM Monday - Friday. This position is part-time and pays $17.50 per hour and does includes partial benefits such as medical, dental, vision, short/long term disability, PTO. holiday pay, 4% retirement match, and EAP.
Customer Relations Representatives work in a small team of four to schedule appointments and provide initial contact and assistance for clients regarding PPAU services, test results, payment options, hours, locations and other inquiries. They build good will for and create a favorable image of the agency through the positive manner in which calls are handled.
We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of our communities and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply.
Job Responsibilities
- Answer phones for multiple sites and respond to client requests/inquiries.
- Respond to clients/patients basic questions and resolve issues using agency resources in accordance with agency protocol.
- Transfer calls to appropriate staff and/or departments.
- Schedule appointments according to agency protocol.
- Complete all audits, data entry, etc., as assigned
- Handle patient/client complaints according to agency protocol.
- Apply listening skills, empathy and rapport to accurately assess caller’s inquiries and service needs.
- Respond effectively and appropriately to difficult or angry callers in accordance with agency protocol.
- Provide lab results and accurately document results according to agency protocol.
- Recognize, document and alert the supervisor to any customer call trends.
- Manage high volume of calls on a daily basis and prioritize any required follow-through.
- Assist in identifying issues and trends and make recommendations to help improve overall customer service experience.
Qualifications
- High school diploma or equivalent.
- Minimum of one year customer service or related experience.
- Bilingual English/Spanish REQUIRED
- Must provide proof of COVID-19 vaccination, or provide a medial and/or religious exemption.
PERKS
This position is full-time (40 hours per week) and pays $17.50 per hour, in addition to a generous benefits package including paid time off, paid holidays, medical, dental, vision, 4% retirement match, 8-weeks 100% paid parental leave, life insurance, and more.
WHY WORK AT PPAU?
In addition to competitive wages and a comprehensive benefit package, being part of the PPAU team means providing all Utahns with the opportunity to move through their sexual and reproductive lives as safely, confidently, and healthily as possible.
Planned Parenthood Association of Utah is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic.
Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
Our Commitment to Inclusion, Diversity, Equity, and Access: PPAU believes sexual health is essential to every person’s overall health and well-being. We are taking focused steps to make progress as an organization that better reflects our patients and embodies cultural humility. We are wholeheartedly committed to this work.
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