Customer Service Representative I (CSR I) - Paid Training

Job Description

Job Description

About the Company:

At Call the Car, we believe everyone deserves access to the healthcare they need without barriers. Our company was founded after identifying a critical gap in care that prevented many individuals from attending important medical appointments. By recognizing the need for reliable transportation and addressing key Social Determinants of Health (SDoH), we set out to create solutions to help people reach the care they deserve.

Our mission is to redefine Non-Emergency Medical Transportation (NEMT) as not just a ride, but as a pathway to healthier lives, stronger communities, and greater healthcare equity. Guided by our core values of Compassion, Empower, Flexible, and Caring, we are committed to delivering service that is not only reliable, but also respectful, supportive, and centered on the unique needs of every member we serve.

We are looking for passionate individuals to join us in making a meaningful impact. Together, we can help address barriers to healthcare, provide peace of mind through every ride, and create connections that move our communities toward better health, greater independence, and brighter futures.

About the Role:

Reporting directly to the Call Center Supervisor, the Customer Service Representative I (CSR I) communicates with members regarding scheduling new reservations and troubleshooting existing reservations. These interactions may include assisting members who are upset, frustrated, agitated, or irate and may require the representative to manage challenging or stressful interactions professionally. The role's success is primarily determined by the quality and quantity of incoming/outgoing calls.

Performance Qualifications:

• 1 + year Customer Service experience preferred.
• Call Center experience preferred.
• Must pass a Criminal Background Screening.
• Must pass government exclusion list at time of hire and monthly thereafter.
• Basic experience using PC software programs including Microsoft Office Suite.
• Able to type at least 40 wpm.
• Ability to take high volume of inbound calls.
• Ability to make high volume of outbound calls.
• Ability to professionally manage challenging customer interactions, including calls from members who may be upset, frustrated, agitated, or irate. The position requires the ability to remain composed, communicate effectively, de-escalate concerns when appropriate, and continue performing job duties in potentially stressful or emotionally charged situations.

Responsibilities:

The full-time Customer Service Representative I handles incoming phone calls regarding our members’ transportation needs. This includes, but is not limited to the following responsibilities:

• Creates and updates transportation reservations by phone.
• Verifies member appointment date and time.
• Communicates driver estimated time of arrival to callers.
• Activates will-call pickups.
• Notifies dispatcher roles of any issues or changes made to vendor details.
• Processes cancellations and cancellation notifications to vendor.
• Coordinates trip status updates between drivers, members, and other related CTC staff.
• Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
• Maintains a high level of accuracy with all aspects of the position.
• Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Meets the Key Performance Indicators:
  • AHT (Average Handling Time): 6 minutes
  • Quality Assurance: 85%
  • Occupancy: 80%
• Performs any other duties assigned by management

Benefits:

• Health, Vision, and Dental Insurance
• Life Insurance and AD&D
• Paid Time Off (PTO)
• Paid Training
• Sick Time
• Holiday Pay
• Floating Holidays
• 401k
• Employee Discounts
• Employee Assistance Program (EAP)
• Bilingual Pay Offered

Typical Working Conditions:

The typical working condition for this position is an indoor office, climate-controlled environment with controlled lighting and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. This position is ordinarily performed on-site, and employees are expected to work from the office during scheduled business hours, subject to any reasonable accommodation required by applicable law. Remote work is not available for this role. The use of a computer or other office equipment(s) is also a requirement. Some light travel may be necessary. May require evening, holiday, or weekend work to meet operational demands.