What are the responsibilities and job description for the Customer Service Representative position at Alivi?
Contact Service Representative
Contact Center | NEMT Operations
SUMMARY
The purpose of Alivi Contact Service Representatives (CSR) is to focus on providing prompt, courteous and delightful member experience to the members of our health plan partners. A CSRs’ objective is to assist in addressing social determinants of health, promote member engagement and assist our health plan partners manage their various supplemental programs and value-based benefits. While maintaining a high level of compassion, empathy, and integrity. The CSR role is our commitment to help people live a happier and healthier life.
DUTIES & RESPONSIBILITIES
Assist inbound inquiries from health plan members and representatives, regarding the transportation services offered through our health plan partners.
Actively listen and respond quickly and professionally to all customer calls, to meet or exceed established service level agreements (SLAs), key performance indicators
(KPIs), and operational service level metrics.
Follows all HIPAA and compliance protocols to ensure the protection of all members protected health information (PHI).
Escalates transportation and customer service concerns to contact center leadership team.
Complete Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score.
Complete and sign all compliance courses.
REQUIREMENTS
High School degree or equivalent.
Fully bilingual: English/Spanish only.
One to two years of inbound/outbound Contact Center experience.
Must be able to sit for 8 hours or more a day.
Excellent written and communication skills.
Computer literacy.
CSR’s must exhibit a professional appearance and demeanor.
CSRs are required to be on camera during all trainings and meeting sessions.
Must be able to adapt to high volume and a fast-paced environment.
CSR’s must adhere to the attendance and punctuality expectations (PTO Policy).
CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20- mbps.
Must have a secure, quiet, distraction-free work environment, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family member).
Job Type: Full-time
Pay: $14.50 - $16.50 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Experience level:
- Under 1 year
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- Call center
- Remote
Application Question(s):
- Are you able to work M-F from 8am to 5pm EST?
- Please advise your hourly salary expectations ($14-$16.50)
- Please write your LinkedIn account below.
Education:
- High school or equivalent (Preferred)
Experience:
- Call center: 1 year (Preferred)
Language:
- Spanish (Required)
Work Location: Remote
Salary : $15 - $17
