Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Job Description

The Customer Service Representative serves as the operational hub of a non-emergency medical transportation network, ensuring patients receive safe, timely, and reliable transportation to and from healthcare appointments. This role uses advanced routing and dispatch technology, including CTS TripMaster and AI-driven voice attendant systems, to monitor transportation requests, troubleshoot route and scheduling issues, support drivers, and manage customer concerns. The position is well-suited for someone who thrives in a fast-paced environment, enjoys problem-solving, and remains calm under pressure while balancing multiple priorities. You will play a vital role in supporting patient access to healthcare while contributing to the growth and efficiency of a stable and expanding transportation organization.

Responsibilities

• Monitor and manage daily transportation operations using digital dispatch and routing software.
• Analyze dispatch activity and respond promptly to service issues, cancellations, schedule changes, and transportation disruptions.
• Return customer and driver voicemails in a timely manner and follow up on service-related concerns to ensure resolution.
• Serve as the primary communication point between drivers, dispatch staff, healthcare facilities, and customers.
• Investigate and resolve transportation issues using critical thinking, sound judgment, and available data.
• Support drivers through chat, phone, and other communication platforms, providing guidance and problem-solving assistance.
• Use mapping and routing tools, including Google Maps and CTS TripMaster, to plan and optimize transportation routes.
• Track, update, and document transportation activities within CRM and dispatch systems to maintain accurate records.
• Escalate service concerns appropriately and recommend process improvements to enhance operational efficiency and service quality.
• Maintain professionalism, empathy, and composure when handling patient or customer complaints and sensitive situations.
• Assist leadership with operational oversight, reporting, and special projects as assigned.
• Collaborate with a small team of dispatchers to ensure consistent coverage and smooth day-to-day operations.
• Contribute to a culture of safety, reliability, and continuous improvement within the dispatch and transportation team.

Essential Skills

• Minimum 1 year of experience in a fast-paced customer service environment.
• Minimum 1 year of experience working with CRM, dispatching, scheduling, or other computer-based operating systems.
• Strong computer skills with the ability to learn new software quickly.
• Proficiency in data entry and working within CRM and dispatch systems.
• Excellent critical thinking and problem-solving skills for resolving transportation and service issues.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a high-volume environment.
• Effective written and verbal communication skills for interacting with drivers, customers, and healthcare partners.
• Professional, reliable, and customer-focused demeanor with a high level of accountability.
• Experience in dispatch, logistics, or administrative and clerical support functions.
• Working knowledge of Microsoft Office applications for everyday administrative tasks.

Additional Skills & Qualifications

• Previous experience in dispatching, logistics, transportation, call center operations, healthcare coordination, or operations roles.
• Familiarity with CTS TripMaster, RouteGenie, MediRoutes, or similar routing and dispatch platforms.
• Experience using Google Maps and route planning software to support efficient routing and scheduling.
• Background in healthcare, medical transportation, or patient services.
• Mechanical or automotive knowledge to assist with basic driver and vehicle-related troubleshooting.
• Prior leadership, supervisor, or team lead experience, especially in operations or dispatch settings.
• Ability to remain adaptable and resourceful in a dynamic environment with changing priorities.
• Comfort coordinating people and resources to ensure operations run smoothly.
• Demonstrated empathy and patience when assisting patients, customers, and drivers.
• Interest in building a long-term career in operations, dispatching, or transportation management.

Work Environment

This role is based onsite in Rockford, IL, within a non-emergency medical transportation (NEMT) environment. You will work a Monday through Friday schedule from 10:00 AM to 6:30 PM, supporting a team that includes three other dispatchers. The position operates in a fast-paced office setting that relies heavily on dispatch and routing technology, including CTS TripMaster, AI-assisted communication tools, CRM platforms, and mapping software such as Google Maps. You will spend much of your day at a workstation using computers, phones, and digital communication tools to coordinate drivers and trips. The organization is stable and growing, with long-tenured employees and clear opportunities for advancement into leadership and day-shift management roles. The work culture emphasizes safety, reliability, and professional growth, supported by benefits such as paid time off, holiday bonus opportunities, and a safety bonus program. You will be part of a collaborative team focused on providing critical transportation services that help patients access healthcare safely and reliably.

This is a Contract to Hire position based out of Rockford, IL.

The pay range for this position is $20.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Rockford,IL.

This position is anticipated to close on Oct 20, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.