Trip Coordinator Transportation Customer Service Representative

Life Ride is a non-emergent medical transportation company that provides safe, reliable, and timely transportation for individuals needing medical-related services. We are seeking a dedicated and professional Customer Service Representative (Trip Coordinator) to join our team. In this role, the Trip Coordinator will be the first point of contact for clients calling in to book transportation, confirm ETAs, check availability, collect payment, and address general inquiries related to our services. The ideal candidate will possess excellent communication skills, attention to detail, and a passion for helping others, ensuring clients receive a high level of care and professionalism at every interaction.

Key Responsibilities:

Trip Booking & Coordination:

• Handle incoming calls from clients to schedule non-emergent medical transportation services.
• Ensure accurate entry of all required details, including pick-up and drop-off locations, date and time, and special needs or requests.

Confirm ETAs & Availability:

• Respond to client inquiries regarding estimated arrival times (ETAs) and confirm transportation availability based on the schedule.

Customer Support:

• Provide exceptional customer service by answering general questions and concerns related to Life Ride services.
• Address any issues or special requests to ensure the comfort and safety of the client during their transportation experience.

Payment Processing:

• Collect payment for services rendered and ensure proper documentation of transactions, including insurance verification and payment processing as needed.

Documentation & Record-Keeping:

• Maintain accurate client records and schedules in the company's database to ensure smooth communication and effective follow-up.

Problem Resolution:

• Proactively resolve any customer service-related issues, delays, or misunderstandings in a timely and professional manner.

Collaboration with Drivers & Dispatch:

• Communicate with drivers and dispatch to ensure timely and efficient service, including relaying any updates or changes to the scheduled transportation.

Adherence to Company Policies:

• Follow all company policies and procedures to maintain the highest standards of safety, professionalism, and customer satisfaction.

Physical Requirements:

• Ability to sit and work in front of a computer for extended periods.
• Ability to communicate via phone and email.

Benefits:

• Competitive salary and benefits package.
• Paid time off and holiday pay.
• Health insurance options.
• Ongoing training and development opportunities.
• A supportive and dynamic team environment.

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

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

Schedule:

• Monday to Friday 10am-7pm | Monday to Friday 9am-6pm
• Rotating weekends
• Weekends as needed

Work Location: In person

• High school diploma or equivalent; associate's degree or higher preferred.
• Previous experience in customer service, preferably in a call center or transportation environment.
• Strong phone etiquette and professional communication skills.
• Ability to multitask, handle high call volumes, and manage time effectively.
• Excellent problem-solving and conflict resolution skills.
• Attention to detail and accuracy in data entry and scheduling.
• Ability to remain calm and empathetic in potentially stressful or urgent situations.
• Basic knowledge of medical transportation or healthcare industry (preferred, but not required).
• Familiarity with payment systems, scheduling software, and database management (preferred).
• Bilingual skills (English/Spanish) a plus.