Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls and assist members with scheduling, modifying, or canceling transportation services.

• Initiate outbound calls to verify trips, offer updates, or address any issues.

• Utilize internal systems to confirm eligibility, benefits, and necessary trip details.

• Deliver clear information regarding pickup schedules, provider details, and ride expectations.

• Address concerns related to delayed drivers, missed pickups, or other transportation issues.

• Elevate urgent or complex matters to supervisors or Tier 2 support when necessary.

• Accurately document all interactions in the CRM system.

• Comply with all state Medicaid, HIPAA, and transportation regulations.

• Ensure thorough and precise documentation for each interaction.

• Follow prescribed scripts, system workflows, and quality assurance standards.

• Achieve or exceed KPIs such as quality, average handling time (AHT), adherence, attendance, and accuracy.

• Engage in training, coaching sessions, and team huddles.

• Work collaboratively with supervisors, dispatch, quality assurance, and training teams to enhance member experiences.

⛳️ Requirements

• Minimum of 1 year of experience in a call center, customer service, healthcare, transportation, or a related field.

• CANDIDATE MUST HAVE THEIR OWN EQUIPMENT.

• Excellent communication skills and the ability to stay composed in high-pressure situations.

• Comfortable using multiple computer systems and documenting information swiftly.

• Detail-oriented with strong problem-solving capabilities.

• Consistent attendance and punctuality are essential.

🏝️ Benefits

• Opportunities for professional development and training.

• Supportive work environment that values teamwork and collaboration.

• Competitive compensation and benefits package.