On-Call Transport Care Coordinator — Schedule & Support

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

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.