Customer Service Representative - After Hours (NOT OVERNIGHT) - Remote, VA
About the position
Modivcare is seeking enthusiastic individuals to join our team as Customer Service Representatives (CSR). This role is pivotal in making a positive impact on the lives of our members by serving as the first point of contact for inquiries regarding our service offerings. As a CSR, you will be responsible for resolving member concerns and ensuring that requests are processed accurately and promptly. You will follow structured protocols and scripts to document conversations, which helps maintain consistency in scheduling, modifying, and canceling customer reservations. Daily interactions with members will involve answering their transportation-related questions and supporting them in their journey towards achieving positive health outcomes. In this position, you will be required to receive and document customer concerns, ensuring that all relevant information is captured in a timely manner. Adherence to company procedures is essential, as is the accurate input of trip data into our systems. A personal commitment to producing high-quality work is expected, and unresolved customer grievances will need to be referred to the designated department for further investigation and resolution. The ability to multitask effectively is crucial, as you will need to extract necessary information from multiple systems while reviewing and educating members about our services and their insurance coverage. This role requires a dedicated work area that provides privacy for reviewing sensitive company documents, and you will need to attend training sessions on camera for the first 30 days of employment. The position offers a flexible work schedule, with shifts available from Sunday to Wednesday or Wednesday to Saturday, consisting of four 10-hour shifts. Candidates must reside in Virginia and meet specific work-from-home requirements, including a high-speed internet connection and the ability to hardwire to a modem. We are excited to welcome individuals who are passionate about making a difference and who possess the necessary skills to thrive in a fast-paced, service-oriented environment.
Responsibilities
? Receive and document customer concerns while ensuring all relevant information is correct in a timely manner.
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? Ensure all company procedures are followed.
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? Ensure accurate trip data is input in our systems.
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? Demonstrate a personal commitment to producing high-quality work.
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? Refer unresolved customer grievances to designated department for further investigation and resolution.
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? Multitask effectively and efficiently to extract necessary information from multiple systems.
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? Review and educate members on our services and their insurance coverage.
Requirements
? High School Graduate or General Education Degree (GED).
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? 0-2 years of related experience.
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? 6+ months contact center experience OR customer service experience.
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? Strong organization skills, written, and verbal communication skills.
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? Ability to type 35wpm or more.
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? Ability to answer a high volume of calls up to 100+ calls per day.
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? Proficiency in Microsoft Office Suite.
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? Ability to talk and type simultaneously in a clear and concise manner while interacting with customers.
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? Ability to work independently under general supervision.
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? Sound decision-making and problem-solving skills in a fast-paced environment.
Nice-to-haves
? Experience in a service-oriented industry.
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? Familiarity with healthcare or transportation services.
Benefits
? Medical, Dental, and Vision insurance
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? Employer Paid Basic Life Insurance and AD&D
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? Voluntary Life Insurance (Employee/Spouse/Child)
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? Health Care and Dependent Care Flexible Spending Accounts
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? Pre-Tax and Post-Tax Commuter and Parking Benefits
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? 401(k) Retirement Savings Plan with Company Match
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? Paid Time Off
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? Paid Parental Leave
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? Short-Term and Long-Term Disability
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? Tuition Reimbursement
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? Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
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