Customer Service Agent (In-Person Call Center)

Job Description

AV Transportation Services (AVTS) is currently hiring a Customer Service Agent (CSA) for our facility in Lancaster. At AVTS, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call.

This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for customers. As the voice of our company, the CSA must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and enhancing their satisfaction. Inbound call center agents play a critical role in ensuring that customers receive exceptional service and support. In addition, they make sure that the call center operates efficiently and effectively.

Qualifications:

• High School Diploma or equivalent
• Previous experience working in a call center or customer-support role; knowledge of customer service principles and practices
• Bilingual (Spanish preferred)
• Base Pay rate: $16.50 an hour

Prerequisites:

• Strong active-listening and verbal-communication skills
• Communicates in a positive, respectful, and courteous manner
• Ability to guide customers in difficult situations
• Interacts with coworkers and the community to build productive and collaborative relationships to support the achievement of agency and program goals
• Ability to multitask and manage time effectively
• Keeping up with customer and driver requests
• Empathy and patience in dealing with customers' inquiries or issues
• Typing Skills: At least 40 WMP (Words Per Minute)
• Accurate data entry skills, must have the ability to coordinate the completion of multiple projects and tasks at once
• Proficiency with computers, especially with dispatch software, Google Chrome, Word, Excel, Adobe, and PowerPoint
• Ability to understand and implement multiple contractual funding sources while using dispatch software.
• Familiarity of the Antelope Valley Cities and Roads
• Pre-employment Drug and Background Checks

Responsibilities:

• Handle a large volume of inbound calls and provide accurate, satisfactory answers to customer queries, concerns, and scheduling their transportation.
• Providing the highest level of customer service through our local call center
• Answering incoming calls: responsible for answering incoming calls promptly and professionally, ensuring that customers receive the highest level of service
• Informs clients by explaining procedures; answering questions; providing information
• Providing information: Another core area of responsibility for call center agents is providing accurate and timely information to customers. This includes key product details, service offerings, pricing, and other relevant information
• Meeting performance metrics: These agents are also responsible for meeting specific performance metrics, such as call volume, call quality, customer satisfaction, and call center targets
• Follow all communication procedures, policies, and guidelines during every customer interaction
• Maintaining accurate and complete member files
• Ensuring the privacy and security of protected health information per HIPAA
• Performing other duties or special projects as assigned
• Navigating ambiguous customer situations
• Taking reservations and appointments and directing them accordingly
• Demonstrate the ability to prioritize and multitask, operate multiple web based systems simultaneously, access and comprehend information to determine eligibility, and perform data entry with a high level of accuracy
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Maintaining professional composure across customers and peer interactions
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Willing and able to work a flexible schedule within a 7-day work week, including holidays. Hours of operation currently are 7 days a week from 5:00 a.m. to 9:00 p.m

Job Type: Full-time

Salary: From $16.50 per hour

Languages Spoken: English, Spanish (Preferred)

Work Location: In Person