Customer Advocate - Charleston, WV Only

Modivcare • Charleston, WV

1d • Onsite

About The Position

Modivcare is looking for an experienced Customer Advocate I to join our team. This role is responsible for providing superior customer service support to Transportation Providers by addressing inquiries, resolving concerns, and ensuring accurate documentation. The individual will assist in scheduling, modifying, or canceling transportation reservations and escalate unresolved issues to the appropriate departments. This position plays a critical role in ensuring high-quality service delivery 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 customer-focused demeanor.
• Excellent active listening and interpersonal skills.
• Basic computer proficiency, including Microsoft Word, Excel, and Outlook.
• Ability to work independently and collaboratively within a team.
• Composure under pressure, maintaining professionalism during high call volumes.
• Detail-oriented with excellent organizational skills.
• Positive attitude and passion for delivering exceptional customer experiences.
• Ability to quickly learn new systems and follow complex instructions.
• Demonstrated accuracy in data entry.

Responsibilities

• Assists Transportation Providers with transportation-related questions and concerns.
• Manages scheduling tasks, including modifying and canceling reservations per provider requests.
• Documents and investigates complaints or incidents, ensuring detailed records are maintained.
• Responds to provider concerns and refers unresolved grievances for further review.
• Ensures accurate entry of trip-related data.
• Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips.
• Answers the Transportation Provider call line with professionalism and courtesy.
• Participates in required meetings and other assigned duties or projects.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED