Customer Service Representative/Call Center

Call Center Customer Service Representative (On Site)

APPLY HERE: https://heartlandhcm.com/a/457fbf14-cda2-4c2d-8e90-c3c3650364e7

Do you excel at helping customers in a professional way?? Are you capable of multitasking in a rapid pace environment? If so, WE ARE LOOKING FOR YOU!

Our rapidly growing company is looking for Customer Service Representatives (CSRs) that are excited to help customers and engage with our clients in providing effective assistance by handling non-emergency medical phone calls, while following specific procedures, scheduling transportation services, answering questions, and resolving y emerging problems that our customers might face with accuracy and efficiency.

The best candidate for this job is one who is patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. The LCP CSRs can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to our CSRs. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

Job Description

Under the supervision of the Flex Supervisor Team Leads, the Flex CSR performs a variety of customer service tasks regarding the scheduling of trips for our members as well as dispatching duties on the day of the trip. CSRs must consistently demonstrate a sense of urgency, and compassion when responding to our customers and partners. As a member of the Flex Team, they must enthusiastically provide the highest level of service to all customers in accordance with LCP's a’ established policies and procedures.

A typical day would involve: handling all calls via the Automated Call Distribution System (ACD) related to all details of member trips; the verification of member eligibility, and adequately addressing internal and external customer questions and inquiries. Similarly, for dispatch functions, the day also involves fielding calls related to all details of member trips; vendor and LCP driver communications; and appropriately addressing internal and external customer questions, and inquiries.

Click on the link below to submit an application:
https://heartlandhcm.com/a/457fbf14-cda2-4c2d-8e90-c3c3650364e7

HOURS AND WORKING CONDITIONS:

• Monday – Friday (Holidays may be possible)
• Call center environment
• Can work between 8am to 8pm, Monday to Friday

Duties and Responsibilities

• Process and properly document all inbound/outbound calls related to scheduling member trips; drivers; vendors and medical providers.
• Update member records as information are received.
• Clear and concise communications with other dispatchers, team leads, supervisors, department managers, employees, and company customers, including keeping members informed about schedules and to be ready times.
• Actively listen and probe callers in a professional and timely manner to determine the purpose of all calls. Research and articulately communicate information to callers while maintaining confidentiality.
• Provide passengers with information related to non-emergency medical transportation benefits.
• Process complaints and other difficult members/vendor/driver interactions, and forward to appropriate leadership members when necessary.
• Proactively monitor, identify and resolve potential issues regarding trip schedules and assignments. Immediately refer escalated issues to the appropriate manager.
• Clearly and appropriately record and submit all service-related issues on a daily basis.
• Effectively serve as a liaison between members and transportation provider.
• Must learn and fully understand LCP Transportation Non-Emergency Medical Transportation operation.
• Learn and utilize all tools made available to properly provide scheduling assistance services to all customers. (ACD, MITE, Driver GPS, etc.)
• Must become familiar with all LCP policies and procedures.
• Other duties as assigned

Job Requirements

• 1-2 years' experience and/or training in customer service and call center environments.
• Pleasant phone voice and demeanor
• Ability to follow a script and be empathetic with our customers
• Ability to multi-task
• Ability to adapt to change quickly and often
• Must possess strong organizational and interpersonal skills
• Computer Skills (Windows, Microsoft Office, a plus)
• Geographical knowledge of service areas and/or map reading skills
• Knowledge of industry is recommended but not required
• High school diploma or GED required.
• Ability to pass a criminal background check and drug screen.
• Ability to effectively communicate verbally and in writing.
• Ability to effectively take direction
• Ability to work in a shared environment

Benefits

• Pay is $20.00 dollars per hour, both in training and production
• Employer-paid employee health insurance (additional for family/dependents available) after 90 days
• Position is on site
• 24 PTO hours per year (after 90 days)
• 40 vacation hours per year (available balance after 6 months)
• 6 paid holidays per year
• A la carte benefits (vision, dental, short/long term disability, etc.) are also available

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Call center: 1 year (Required)

Work Location: In person

Salary : $20