Call Center Agent

Beacon Mobility•Chicago, IL

6d•$17 - $18•Onsite

About The Position

SCR Medical Transportation LLC Employer of choice! Voted best company to work for by US News & World Report for 2025-2026. We are hiring for the following onsite shifts at $17.00/hour, $17.50 after training: PM shifts only start times at 10am, 11am, 12pm, or 1pm & must be able to work both Saturday and Sunday, additional days to be added for a FT shift. The Customer Service Representative will provide excellent customer service to inquiring parties, and direct inquires to the appropriate internal resources as they are received. They will provide customers, clients, and others with appropriate and accurate information in a timely manner. Meeting all assigned quotas, metrics, and providing excellent customer service are the most important aspects of this position. Essential Job Functions: Answer reservation calls within three (3) rings. Provide trip status updates in the form of ETA calls. Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e. 95+ Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less. Provide support to client’s by addressing questions, issues, concerns, regarding registering for the service Proper handling of Lost and Found Calls. Communicate to management personnel any issues that impede the efficient operation of the call center. Actively participate in re-training sessions. Other Duties as assigned by the Supervisor or Manager. An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act. Key Performance Indicators: 95% of all calls answered within 30 secs. Daily average talk time 90 seconds or less Ability to follow the department Standard Operating Procedures (i.e. same day trip request) Attendance Ability to multi-task Receive a minimum of 30-34 calls per hour Responsibility Profile : Provide excellent customer service to all inquiring parties. Answer all incoming calls and emails with a polite and professional attitude. Record all inquiries still outstanding after initial communication concludes. Follow up on outstanding inquiries as soon as applicable. Route c ommunication to appropriate parties if resolutions are not possible. Meet quotas and provide reports as necessary. Perform other duties as assigned.

Requirements

One (1) year work experience.
High School Diploma.
An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act.
95% of all calls answered within 30 secs.
Daily average talk time 90 seconds or less
Ability to follow the department Standard Operating Procedures (i.e. same day trip request)
Attendance
Ability to multi-task
Receive a minimum of 30-34 calls per hour

Responsibilities

Provide excellent customer service to all inquiring parties.
Answer all incoming calls and emails with a polite and professional attitude.
Record all inquiries still outstanding after initial communication concludes.
Follow up on outstanding inquiries as soon as applicable.
Route c ommunication to appropriate parties if resolutions are not possible.
Meet quotas and provide reports as necessary.
Perform other duties as assigned.
Answer reservation calls within three (3) rings.
Provide trip status updates in the form of ETA calls.
Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e. 95+ Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less.
Provide support to client’s by addressing questions, issues, concerns, regarding registering for the service
Proper handling of Lost and Found Calls.
Communicate to management personnel any issues that impede the efficient operation of the call center.
Actively participate in re-training sessions.
Other Duties as assigned by the Supervisor or Manager.