Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system, regarding scheduling of non-emergent transportation and all other details of customer trips. The CSR is the front-line representative of the Company.

Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure

Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems

Listen and obtain information from callers in a professional, systematic and organized manner

Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures

Assume responsibility for self-development and career progression

Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals

Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards

May be required to work weekends and/or holidays, as needed

Maintain confidential information standards within a fast paced environment

Relate to a diversity of requests

Identify with customer needs and circumstances

Tactfully question and obtain necessary information

Recognize, handle and refer situations of an emergent nature

Typing speed of 30 WPM or greater

Knowledge of Microsoft Outlook and Microsoft Word

Exemplary communication and phone skills

Ability to maintain a high level of confidentiality

Regular attendance is required

High School Diploma or G.E.D.

Minimum one (1) year of phone-based customer service experience

Strong communication and presentation skills

Proficiency in MS Office Suite

Ability to multitask, prioritize, and manage time effectively

Familiarity with CRM (Customer Relationship Management) systems preferred

Paid Time Off

Generous PTO package

Paid Holiday Schedule

Health Insurance

Medical

Dental

Vision

Ancillary Benefits

Short-term & long-term disability insurance

Accidental death & dismemberment (AD&D) insurance

Life insurance

Employee Assistance Program (EAP)

Support for emotional well-being, legal & financial matters, family & relationships, and work-life transitions.

Retirement

401(k) plan available