Customer Service Representative Job at Planned Parenthood Association of Utah
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; it’s the way we approach our world with compassion and a constant desire to improve. We care with kindness, respect, and are passionate about helping adults and teens of all genders, sexual orientations, races, religions, ethnicities, abilities, and cultural backgrounds lead healthy lives.
PPAU's hands-on Customer Service Representative Manager (CSRM) leads our Customer Service Representative (CSR) team while caring deeply about our patients and access to reproductive healthcare. The CSRM fulfills all CSR staff responsibilities while building systems to monitor productivity and patient satisfaction. Responsible for day-to-day operations of the CSR team and building a strong team dynamic through weekly check-ins and collaborative work flow.
Job Functions:
- Managing the day -to-day activities of the CSR team, including schedules and workflow.
- Assists and oversees all CSR staff job functions.
- Maintain phone system – i.e. hold and holiday messages, reporting, customer service, etc.
- Creates a system for monitoring CSR productivity, including number of calls taken, patient portal, patient emails, and other metrics as needed.
- Manages a team of 3-5 people.
- Responsible for CSR scheduling and point person for absences.
- Responsible for hiring and training CSR staff.
- Responsible for handling performance and disciplinary actions for CSR.
- Executes Annual Reviews for all CSR Staff.
- Ensures CSR complies with all agency rules and regulations in compliance with PPFA standards and all State and Federal laws.
- Respond to CSR staff basic questions and resolve issues using agency resources in accordance with agency protocol.
- Aware of all departments and assists patients in reaching the appropriate administrative staff.
- Handle patient complaints according to agency protocol and communicate with supervisor on difficult situations.
- Apply listening skills, empathy and rapport to accurately assess caller’s inquiries and service needs and responds effectively and appropriately to difficult or angry callers in accordance with agency protocol.
- Recognize, document, and alert the Director of Operations to any customer call trends and make recommendations to help improve overall customer service experience and productivity.
- Manage high volume of calls on a daily basis and prioritize any required follow-through.
- Schedules regular CSR staff meetings and compiling agenda items.
- Represents PPAU in a professional and positive manner when dealing with clients, the public, volunteers, interns/externs, donors and other staff, demonstrating a commitment to quality healthcare and excellent customer service.
- Maintain confidentiality according to HIPAA and to PPAU policy.
- Attend and participate in all required meetings and training sessions.
- Understands their responsibility and participates in assuring productivity levels are maintained.
- Demonstrates respect for diversity in daily activities.
- Meet Agency standards for performance measures and attendance/punctuality.
- Performs other duties as required or requested.
Qualifications:
- High school diploma or G.E.D.
- 1+ year customer service or related experience.
- Management experience preferred but not required.
- 1+ year of health care experience preferred but not required.
- COVID-19 vaccination and yearly influenza vaccination required.
We deeply care about our employees and are proud of our commitment and investment in our team. We prioritize wages and benefits and always keep the employee experience in mind as we work to create a quality work-life balance for everyone.
The salary for this position is $43,000 - $48,500 an year, and will be based on the experience that you bring to the table.
Here is a snapshot of the benefits we provide:
- Affordable medical and dental benefits.
- Voluntary Vision, Accident and Identity Protection benefits
- Company paid basic life insurance.
- Company paid short term and long term disability coverage.
- 403(b) and Roth plan with 4% employer match.
- Generous PTO
- 10 paid holidays
- Free subscription to CALM
- 8 weeks 100% paid parental leave after one year of service
- Unlimited access to the EAP (Employee Assistants Plan)
- A caring and empowering workplace culture!
As a mission-driven agency, PPAU is not only hyper aware of but also deeply invested in putting people first. We welcome, embrace and celebrate all people regardless of gender, gender-identity, age, race, disability, nationality, ethnicity, faith, or sexual orientation.
No matter what experience you have reproductive rights we encourage you to apply. At PPAU we believe that experience comes from a variety of places. We look for individuals who thrive on challenges, are passionate about doing good, and believe that collaboration and diversity are necessary for success.
Show us how your experiences have shaped you and how you can contribute to PPAU in our mission to provide access to high-quality inclusive and comprehensive sexual and reproductive health care services to all people — with respect and compassion;. We can’t wait for you to share with us your personal story!
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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