Call Center Agent

Customer Service Representative SCR Medical Transportation LLC is hiring for the following onsite shifts at $17.00/hour, later $17.50 post training: Second shift: 2:15PM–10:45PM Overnight: 10:00PM–6:30AM The Customer Service Representative will provide excellent customer service to inquiring parties and direct inquiries to the appropriate internal resources as they are received. They will provide customers, clients, and others with appropriate and accurate information in a timely manner. Meeting all assigned quotas, metrics, and providing excellent customer service are the most important aspects of this position. Essential Job Functions Answer reservation calls within three rings. Provide trip status updates in the form of ETA calls. Ensure that all call center requirements outlined in the PACE contract are met or exceeded (95+ percent of calls answered within 2 minutes and talk‑time of 90 seconds or less). Provide support to clients by addressing questions, issues, concerns regarding registering for the service. Proper handling of Lost and Found calls. Communicate to management personnel any issues that impede the efficient operation of the call center. Actively participate in re‑training sessions. Other duties as assigned by the Supervisor or Manager. An attitude of empathy and a desire to provide high‑quality customer service to individuals certified under the Americans with Disabilities Act. Key Performance Indicators 95% of all calls answered within 30 seconds. Daily average talk time 90 seconds or less. Ability to follow the department Standard Operating Procedures (SOP) such as same‑day trip requests. Attendance. Ability to multi‑task. Receive a minimum of 30‑34 calls per hour. Responsibility Profile Provide excellent customer service to all inquiring parties. Answer all incoming calls and emails with a polite and professional attitude. Record all inquiries still outstanding after initial communication concludes. Follow up on outstanding inquiries as soon as applicable. Route communication to appropriate parties if resolutions are not possible. Meet quotas and provide reports as necessary. Perform other duties as assigned. Qualifications One (1) year work experience. High School Diploma. Beacon Mobility is an equal‑opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time. SCR has been a leader in ADA paratransit services since 1986, providing transportation to mobility‑challenged individuals. Its goal is to deliver reliable, safe, clean, and comfortable transportation to this group of individuals. SCR seeks dedicated drivers and staff who wish to help people care for themselves and provide essential travel services. #J-18808-Ljbffr