Bilingual Customer Service

Job Description
Bilingual Customer Service
Short term residential company for patients coming to the hospital for treatment plans is seeking a Bilingual Customer service person to handle all front of the house office and Customer Service duties
This is a contract to hire position paying $20 - 24 hour base on experience. This position is located in the Dillworth area close to the hospital
Guests & Referring Agents
Manage the front desk procedures, including but not limited to: maintaining the guest register and waiting list, checking guests in and out, processing payments, and handling incoming calls
Create a stress-free environment for guests who are experiencing a crisis situation while maintaining emotional resilience
Identify special family situations and make quick decisions that align with the mission of the organization and that creates a good atmosphere
Maintain relationships and open communication with hospital referring staff
Give House tours to guests, visitors, partners, and volunteers as needed
De-escalate any guest issues and complaints
Team Management
Train, schedule, and supervise weekend Guest Services Representatives
Manage housekeeping vendor to be sure daily, weekly, and special tasks are completed
Ensure daily room cleanliness & maintenance inspections of ready rooms are performed
Supervise laundering, delivery, and inventory of linens; provide feedback to Operations Director
Create and evaluate Maintenance Requests and communicate them to the Operations Director
Communications, Admin, & Technology
Enter and maintain accurate guest information in the guest database
Manage records for financial assistance program (GAP, HUG) and communicate program details to hospital staff and potential GAP recipients; facilitate and process GAP applications, decide eligibility, and communicate eligibility and funding availability
Compile daily, weekly, and monthly reporting as required by Operations Director
Handle and processes guest payments and guest donations
Manage reservations and payments of hospital partner programs (LCI, GHS, MF, Client)
General Responsibilities
Carry out the mission of Hospitality House of Charlotte
Understand the importance of Customer Service skills
Contribute to the team as a whole
Maintain constant and clear communication with staff and volunteers
ssist Operations Director with various tasks when needed
ct as Manager on Duty (MOD) in a rotating schedule
Punctuality and adherence to scheduled hours is crucial to this role
Qualifications
The following qualifications are the minimum requirements necessary to adequately perform the job. However, any equivalent combination of experience, education and training which provides the necessary knowledge, skills and abilities will be considered, subject to any legal and/or regulatory requirements.
Position Requirements
Proof of full COVID-19 vaccination status is a condition of employment
Bachelor's Degree or equivalent relevant experience
Must have the ability to work a varied schedule including some evenings, weekends, and holidays
Bilingual required
Demonstrated leadership, exemplary Customer Service, and strong interpersonal skills
Demonstrates strong communication skills both written and oral; must be able to communicate clearly in writing, orally, and electronically
Must be highly proficient at all Microsoft programs
Must be computer savvy and comfortable learning and utilizing office technology systems including, but not limited to: web-based guest database program, scheduling programs, volunteer management programs, guest room key card software, multi phone line
Flexible and adaptable to change
Emotionally resilient; ability to work unsupervised; make quick decisions
Must be able to multi-task, perform accurately and efficiently under pressure, work independently, produce visible results, and meet tight deadlines
Must have strong organizational skills and pay close attention to detail
Must be a self-starter and highly self-motivated
ble to relate well to a wide range of individuals and foster appropriate professional relationships
The physical demands for this position are as follows: regularly required to sit, talk and hear, stand and walk. Must occasionally lift and /or move up to 40 pounds
Key Words:
Hospitality
Bilingual
Customer service
Medical
Residential
Front desk
Bachelor's Degree Requirement: Preferred