Key skills
Communication
About this role
Modivcare is a company focused on making a positive impact in people's lives, and they are seeking Customer Service Representatives to join their team. In this role, you will be the first contact for members, addressing their questions and concerns while ensuring accurate processing of requests and providing support for positive health outcomes.
Responsibilities:
- Receive and document customer concerns while ensuring all relevant information is correct in a timely manner
- Ensure all company procedures are followed
- Ensure accurate trip data is input in our systems
- Demonstrate a personal commitment to producing high-quality work
- Refer unresolved customer grievances to designated department for further investigation and resolution
- Multitask effectively and efficiently to extract necessary information from multiple systems
- Review and educate members on our services and their insurance coverage
- Support a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays. Holiday coverage is required
Requirements:
- MUST LIVE IN VIRGINIA
- High School Graduate or General Education Degree (GED)
- 0-2 years of related experience
- 6+ months contact center experience OR customer service experience
- Strong organization skills, written, and verbal communication skills. All system documentation will be in English
- Can type 35wpm or more
- Answer a high volume of calls up to 100+ calls per day
- Proficiency in Microsoft Office Suite
- Ability to talk and type simultaneously in a clear and concise manner while interacting with customers
- Work overtime as required
- Ability to work independently under general supervision
- Sound decision-making and problem-solving skills in a fast-paced environment
- Fluent in Spanish
- High Speed Internet of 25MBPS download and 5MBPS upload. You will be required to provide proof of a speed test
- Ability to directly hardwire to your modem
- Required to have a dedicated work area that is separated from other living areas and provides privacy to review company sensitive documents securely
- Attend 100% of training, on camera for the first 30 days of employment