Customer Service Representative
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Job Description
Customer Service Representative supporting Modivcare members with transportation questions, reservations, and complaints. Documenting trip data and delivering service in a 24/7/365 contact center.
Responsibilities:
- Serve as the first point of contact for members while resolving questions and concerns accurately and timely
- Coordinate transportation services
- Assist customers with transportation questions and concerns
- Schedule, modify, and cancel reservations as requested
- Obtain and document details of customer complaints and concerns
- Accurately document relevant customer information
- Attend required meetings and adhere to company policies and procedures
- Maintain acceptable attendance and punctuality standards
- Ensure accurate trip data entry and documentation
- Maintain a polite, professional, and courteous demeanor
- Produce high-quality work
- Refer unresolved customer grievances to appropriate departments for further investigation and resolution
- Promote a positive and collaborative working environment
- Support a 24/7/365 contact center environment, including required nights, weekends, and holiday coverage
- Participate in additional projects or duties as assigned
Requirements:
- MUST LIVE IN PENNSYLVANIA
- High-speed internet of at least 25 Mbps download and 5 Mbps upload (proof of speed test required)
- Ability to directly hardwire to modem
- Dedicated work area separated from other living spaces to ensure privacy of sensitive information
- Ability to attend 100% of training and be on camera for the first 30 days of employment
- High School Diploma preferred
- 0-2 years of contact center or customer service experience with high call volume and data entry preferred or equivalent combination of education and/or experience
- Excellent customer service and interpersonal skills with the ability to work independently and as part of a team
- Ability to quickly learn new technology and processes
- Understand and follow complex instructions
- Ability to accurately type at least 35 words per minute
- Extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; lifting up to 10 lbs.
Benefits:
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post-Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
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