Call Center Representative (CSR I)

Call the Car•Diamond Bar, CA

2d•$0 - $19•Onsite

About The Position

Call the Car is seeking a full-time Customer Service Representative I (CSR I) to join their team. This role reports directly to the Call Center Manager and involves communicating with members about their medical transportation needs, including creating, activating, and troubleshooting reservations. The success of this position is measured by the quality and quantity of calls handled.

Requirements

1+ year Customer Service experience preferred.
Call Center experience preferred.
Must pass a Criminal Background Screening.
Must pass government exclusion list at time of hire and monthly thereafter.
Basic experience using PC software programs including Microsoft Office Suite.
Able to type at least 40 wpm.
Ability to take high volume of inbound calls.
Ability to make high volume of outbound calls.

Responsibilities

Creates and updates transportation reservations by phone.
Verifies member appointment date and time.
Communicates driver estimated time of arrival to callers.
Activates will-call pickups.
Notifies dispatcher roles of any issues or changes made to vendor details.
Processes cancellations and cancellation notifications to vendor.
Coordinates trip status updates between drivers, members, and other related CTC staff.
Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
Maintains a high level of accuracy with all aspects of the position.
Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
Meets the Key Performance Indicators: AHT (Average Handling Time): 6 minutes, Quality Assurance: 85%, Occupancy: 80%.
Performs any other duties assigned by management