Customer Care Coordinator On-call

Hope Network; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental & vision insurance

Virtual Concierge Medical Services

403(b) retirement with company match

Generous PTO

Paid training + career growth

Tuition reimbursement and scholarship

Employee Assistance Program

Company-paid life insurance

Job summary

Hope Network is seeking a Customer Care Coordinator On-call in Grand Rapids. You will be the frontline for customers, coordinating ride requests, processing applications, and ensuring timely transportation while maintaining a positive experience.

In this full-time, in-office role, you’ll collaborate with drivers, caregivers, and scheduling staff to resolve issues, optimize routes, and deliver compassionate service. Your reliability and communication will be essential for service quality.

Qualifications

• Experience in customer service or call-center settings.
• Ability to manage multiple priorities and stay organized.
• Strong communication and interpersonal skills.
• Compassion and respect for seniors and individuals with disabilities.
• Proficiency with basic computer software.

Responsibilities

• Answer customer calls and provide helpful, professional support.
• Enter and coordinate ride requests to support accurate and timely transportation.
• Process new customer applications and recertifications.
• Coordinate communication between passengers, caregivers, drivers, and scheduling staff.
• Create route schedules and schedule trips to support on-time transportation.
• Identify and help resolve no-shows, late routes, and other transportation concerns.
• Help develop safe, efficient, and cost-effective solutions to service challenges.
• Communicate safety concerns and important information to the appropriate team members.
• Work collaboratively with the Transportation team to support excellent customer service.
• Maintain regular and predictable attendance in this full-time, in-office role.
• Fill in for driver vacancies when needed.

Skills

Customer-focused

Communication

Organized

Problem-solving

Compassionate

Team player

Job description

Customer Care Coordinator On-call

Make a real impact—help people access the transportation they need while building a career, you’re proud of.

The Customer Care Coordinator serves as a key point of contact for transportation customers, passengers, caregivers, drivers, and other partners. In this role, you’ll coordinate ride requests, process applications and recertifications, create efficient route schedules, and help resolve transportation-related concerns while ensuring a positive customer experience and safe, reliable service.

• Answer customer calls and provide helpful, professional support
• Enter and coordinate ride requests to support accurate and timely transportation
• Process new customer applications and recertifications
• Coordinate communication between passengers, caregivers, drivers, and scheduling staff
• Create route schedules and schedule trips to support on-time transportation
• Identify and help resolve no-shows, late routes, and other transportation concerns
• Help develop safe, efficient, and cost-effective solutions to service challenges
• Communicate safety concerns and important information to the appropriate team members
• Work collaboratively with the Transportation team to support excellent customer service
• Maintain regular and predictable attendance in this full-time, in-office role
• Fill in for driver vacancies when needed

What You’ll Do

• Answer customer calls and provide helpful, professional support
• Enter and coordinate ride requests to support accurate and timely transportation
• Process new customer applications and recertifications
• Coordinate communication between passengers, caregivers, drivers, and scheduling staff
• Create route schedules and schedule trips to support on-time transportation
• Identify and help resolve no-shows, late routes, and other transportation concerns
• Help develop safe, efficient, and cost-effective solutions to service challenges
• Communicate safety concerns and important information to the appropriate team members
• Work collaboratively with the Transportation team to support excellent customer service
• Maintain regular and predictable attendance in this full-time, in-office role
• Fill in for driver vacancies when needed

What We’re Looking For

• Customer-focused and professional with a commitment to helping others
• Strong communication and relationship-building skills
• Organized and able to manage multiple priorities
• Adaptable and comfortable responding to changing or time-sensitive situations
• Strong problem-solving skills and attention to detail
• Able to work independently while also contributing to a collaborative team
• Compassionate and respectful toward seniors and individuals with disabilities

Preferred

What You Bring

• Customer service, call center, scheduling, transportation, healthcare, or related experience
• Experience providing transportation services to senior citizens and/or individuals with disabilities
• Basic computer proficiency and ability to learn new software and systems

Required

• Valid driver’s license and acceptable driving record
• Ability to obtain and maintain a valid Chauffeur’s License
• Ability to communicate clearly and professionally with customers, caregivers, drivers, and coworkers
• Ability to work full-time in an office setting
• Ability to fill in for driver vacancies when needed

Top Benefits

• Competitive pay
• Medical, dental & vision insurance (may vary based on job status)
• Virtual Concierge Medical Services
• 403(b) retirement with company match (up to 3%)
• Generous Paid Time Off (PTO)
• Paid training + career growth opportunities
• Tuition reimbursement and scholarship opportunities
• Employee Assistance Program (mental health + support)
• Company-paid life insurance

Why Hope Network

Not your average job. Not your average impact.

At Hope Network, you’re not just filling a role—you’re showing up for someone who needs consistency, encouragement, and support. Every day looks different, but one thing stays the same: what you do matters.

Our teams are built on trust, collaboration, and a shared commitment to those we serve. We believe no human is more valuable than the next—and the work you do here truly matters.