A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Alliance Services is a fast-growing company offering meaningful work and opportunities for advancement. We are seeking a people-centered, responsible, enthusiastic, and self-motivated professional to join our team. Strong communication skills, time management skills, teamwork, and attention to detail are essential for success in this role. The Client Services Coordinator works closely with our customers, caregivers (DSPs), and case workers to support individuals in the intellectual and developmental disabilities (IDD) community. Our goal is to be a trusted ally in helping each person become the best version of themselves while having fun along the way.
Role-Specific Responsibilities:
Build and maintain positive relationships with an assigned customer caseload, ensuring their needs are met and they are well supported. Support, coach, and manage DSPs to ensure a positive and professional experience with Alliance Services. Manage compliance requirements of our DSPs by monitoring annual training requirements and credential expiration dates. Review visit verifications to ensure accuracy and timely submission of time entries. Work within our EMR system (AlayaCare) to manage schedules and daily tasks for customers and DSPs. Respond daily to emails, calls, texts, and voicemails. Match customers and DSPs as staffing needs arise Ensure all customer and DSP interactions are accurately documented within our EMR system. Prepare reports, update care plans, and develop customer protocols to ensure our clients receive quality person-centered care. Address questions and concerns promptly and professionally. Complete additional assigned tasks as needed. Provide professional verbal and written translation services for clients, DSPs, and internal staff as needed to ensure clear and accurate communication. Participate early in the onboarding process of new clients to provide translation support during initial service discussions. Assist with provider onboarding orientations by translating policies, procedures, expectations, and training materials to ensure full understanding. Serve as a communication liaison between providers and HR by translating employment-related questions, concerns, and responses accurately and professionally. Translate documentation, care-related information, and service updates as needed to maintain clarity and compliance. Support ongoing communication between clients, families, DSPs, and internal departments to ensure language barriers do not impact service delivery or compliance.
Qualifications:
Must be fluent in Spanish Minimum of 1 year of office or administrative experience Proficiency in Microsoft 365, including Outlook, SharePoint, Excel, Word, and Teams High level of integrity and eagerness to grow Respect for and interest in supporting the IDD community Must pass a federal background check and a motor vehicle report At least 18 years old with a high school diploma
Expectations:
Candidates must be able to: Communicate professionally and authentically with customers, providers, coworkers, and visitors, demonstrating strong written and verbal skills. Identify, assess, and respond to challenges appropriately. Demonstrate empathy in all communications with customers, families, and providers. Work collaboratively with individuals of diverse ages and skill levels. Prioritize tasks while remaining flexible and adaptable. Manage high-volume workloads with professionalism. Accept supervision, guidance, and coaching. Meet company and departmental deadlines.
Schedule and Work Environment:
Monday-Friday, 8:30 AM-5:00 PM In person at our Newberg office One work-from-home day per week Flexible scheduling available Full-time position- 40 hrs/week
Compensation and Benefits:
$26.25 per hour with built-in increases Paid bi-monthly Health insurance Dental insurance Vision insurance 401(k) Paid time off Referral program Bilingual Spanish pay differential available
Job Type:
Full-time Pay:
$26.25 per hour
Benefits:
401(k) Dental insurance Flexible schedule Flexible spending account Health insurance Mileage reimbursement Paid time off Referral program Vision insurance Application Question(s): Do you have any experience working with people who have intellectual or developmental disabilities?
