Job Details
**Bilingual Customer Service Representative**
Salt Lake City, UT, US / Administration Call Center / Full Time **WHO WE ARE**
Planned Parenthood Association of Utah (PPAU) is a non-profit family planning agency and a leader in sexual and reproductive healthcare, advocacy, and education in the state of Utah. We provide high-quality, affordable sexual and reproductive health care for Utahns/people in eight health centers across the state. At PPAU, care is much more than the health, education, and advocacy services we provide; its the way we approach our world with compassion and a constant desire to improve. We care with compassion and respect and are passionate about helping adults and teens of all genders, sexual orientations, races, religions, ethnicities, abilities, and cultural backgrounds lead healthy lives.
**ABOUT THIS POSITION**
The call center hours are Monday through Thursday, 10:00-6:00 and Friday 9:00-5:00. This position is full-time and pays $ 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 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.** + 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 callers 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.
**Skills and Qualifications**
+ High school diploma or equivalent.
+ Minimum of one year customer service or related experience.
+ COVID19 Vaccination required within first week of employment.
+ **Bilingual English/Spanish REQUIRED**
**PERKS** This position is fulltime (40 hours per week) and pays $5.20 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.
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 persons 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.