Customer Advocate I

Modivcare

2d•Onsite

About The Position

Modivcare is looking for an experienced Customer Advocate/ Dispatcher to join our team. In this role, you will be responsible for interacting with transportation providers to respond to inquiries regarding member services, resolving complaints, and delivering superior customer service to both internal and external stakeholders.

Requirements

High School Diploma or General Education Degree (GED) required.
Zero (0) plus years of experience.
Or equivalent combination of education and/or experience.
Strong verbal and written communication skills, with a friendly and customer-focused demeanor.
Excellent active listening skills and the ability to understand customer needs and concerns.
Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
Ability to work both independently and collaboratively within a team.
Capable of remaining calm and composed under pressure while resolving issues.
Comfortable managing high call volumes while maintaining courtesy and professionalism.
Strong attention to detail and organizational skills for managing customer information accurately.
Enthusiastic and positive attitude with a passion for delivering exceptional service.
Willingness and ability to learn new technology and processes quickly.
Ability to understand and follow complex instructions and accurately type.

Responsibilities

Assists transportation providers with questions and concerns related to transportation services.
Schedules, modifies, and cancels reservations as needed.
Documents and obtains details of complaints or incidents filed by providers.
Receives and records provider concerns accurately and efficiently.
Ensures complete and accurate trip data input.
Refers unresolved transportation provider or member grievances to the appropriate department for resolution.
Supports documentation of trip corrections, mileage or cost adjustments, cancellations, and retroactive trip entries in line with company policies.
Answers incoming calls on the Transportation Provider call line.
Participates in required meetings and contributes to other projects or duties as assigned.

Benefits

Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)