About this role
Modivcare is looking for an experienced Customer Service Representative to join our team, serving as the first point of contact for members while resolving questions and concerns in an accurate and timely manner. This role supports members by coordinating transportation services, documenting interactions, and ensuring a positive experience that contributes to improved health outcomes.
Responsibilities:
- Assists customers with transportation questions and concerns
- Schedules, modifies, and cancels reservations as requested
- Obtains and documents details of customer complaints and concerns
- Ensures all relevant customer information is accurately documented
- Attends required meetings and adheres to company policies and procedures
- Maintains acceptable attendance and punctuality standards
- Ensures accurate trip data entry and documentation
- Maintains a polite, professional, and courteous demeanor at all times
- Demonstrates commitment to producing high-quality work
- Refers unresolved customer grievances to appropriate departments for further investigation and resolution
- Promotes a positive and collaborative working environment
- Supports a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays, with required holiday coverage
- Participates in additional projects or duties as assigned
Requirements:
- MUST LIVE IN OKLAHOMA
- High-speed internet of at least 25 Mbps download and 5 Mbps upload (proof of speed test required)
- Ability to directly hardwire to modem
- Dedicated work area separated from other living spaces to ensure privacy of sensitive information
- Ability to attend 100% of training and be on camera for the first 30 days of employment
- Excellent customer service and interpersonal skills with the ability to work independently and as part of a team
- Ability to quickly learn new technology and processes. Understand and follow complex instructions
- Ability to accurately type at least 35 words per minute
- High School Diploma preferred
- 0-2 years of contact center or customer service experience with high call volume and data entry preferred or equivalent combination of education and/or experience