Customer Advocate III
About The Position
Modivcare is looking for an experienced Customer Advocate III to join their team. This position is responsible for being a primary point of contact when interacting with Transportation Providers in response to inquiries regarding members, services, handling and resolving various levels of complaints, as well as providing superior customer service to all external and internal customers. This role assists Transportation Providers with transportation questions and concerns, schedules, modifies, and cancels reservations as requested, obtains and documents details of any complaints being filed, receives and documents provider concerns, and ensures accurate trip data input. It also refers unresolved customer grievances to the designated department for further investigation and resolution, attends all required meetings, and supports and ensures all company policies and procedures are maintained. The role involves handling trip corrections, mileage/cost adjustments, cancellations, and inserting retro trips. The Customer Advocate III demonstrates the ability to handle more complex inquiries from Transportation Providers and members, provides mentoring, guidance, and support to more junior team members, coordinates escalation procedures, and supports delivery and training strategies. They also provide support to staff in pursuit of excellent customer service, negotiate the cost of trips outside of contractual agreements, and answer the Transportation Provider line. Other projects or duties as assigned may also be part of this role.
Requirements
- High School Graduate or General Education Degree (GED) required.
- Two (2) plus years of contact center experience or customer service experience with heavy phone volume and data entry preferred.
- Or equivalent combination of education and/or experience.
- Strong verbal and written communication skills, with a friendly customer-focused demeanor.
- Excellent active listening skills to understand customer needs and concerns.
- Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
- Ability to work independently or within a team.
- Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
- Ability to handle heavy phone volumes, while always maintaining a polite and courteous manner.
- Demonstrates sincere personal commitment to producing high quality work.
- Detail-oriented with good organizational skills to manage customer information accurately.
- Positive and enthusiastic attitude with passion for delivering exceptional customer experiences.
- Promotes a positive working environment.
- Ability to quickly learn new technology and processes.
- Must be able to understand and follow complex instructions.
- Ability to accurately type.
Responsibilities
- Assists Transportation Providers with transportation questions and concerns
- Schedules, modifies, and cancels reservations as requested
- Obtains and documents details of any complaints being filed
- Receives and documents provider concerns
- Ensures accurate trip data input
- Refers unresolved customer grievances to designated department for further investigation and resolution
- Attends all required meetings
- Supports and ensures all company policies and procedures are maintained
- Trip corrections, mileage/cost adjustments, cancellations, and inserting retro trips
- Demonstrates the ability to handle the more complex inquiries from Transportation Providers and members.
- Provides mentoring, guidance, and support to more junior team members.
- Coordinates escalation procedures.
- Supports delivery and training strategies.
- Provides support to staff in pursuit of excellent customer service.
- Negotiates cost of trips outside of contractual agreements
- Answers Transportation Provider line
- Participate in 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!)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
