Customer Service Representative

Job Description

Job Description

Job description:

FalconTek is a GovCon Solutions and Services provider that supports Federal Agencies, State Governments, and Commercial Companies. FalconTek has provided support around the globe on mission critical programs since 2008.

We are supporting a Non Emergency Medical Transportation Program and we have multiple Customer Service Representative Openings.

Location: 798 Park Ave NW, Norton, VA 24273

Pay: $17 per hour

Start Date: November 2026

Shifts are to be determined but generally include:

Monday - Sunday (40 hour week)

Start Times: 5am - 10:30am

Requirements:

• High School Diploma or GED
• High Speed internet (minimum speed of 30mbps download and 3mbps upload)
• Typing speed of 30 WPM or greater
• One year customer service experience
• Six months of experience working in a customer service contact center preferred
• Must be authorized to work in the United States

Responsibilities:

• Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels
• Provide top-quality customer service experience to a diverse customer population
• Enter Customer Contact information into appropriate software system, ensure accuracy of data entries
• Schedule trips in the most cost effective manner
• Meet job specific key performance indicators and goals
• Respond to all inquiries within a timely and professional manner
• Respond and document customer complaints
• Maintain daily customer scheduling for Eligibility staff
• Collect, track and maintain all monies collected for replacement IDs
• Maintain confidentiality and comply with HIPAA regulations
• Communicate professionally with Leadership both internally and externally
• Maintain program spreadsheets
• Regular attendance required for assigned shifts

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

ADA: FalconTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: FalconTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.