Customer Care Agent

Senior Resource Association•Vero Beach, FL

22h

About The Position

The Senior Resource Association (SRA) is dedicated to enhancing the quality of life for seniors and vulnerable adults in Indian River County. Our mission is rooted in compassion, integrity, and service to the community. The Customer Care Agent is responsible for processing incoming telephone requests for paratransit transportation services while providing exceptional customer service to the public. This role serves as a key point of contact for riders, ensuring transportation requests are scheduled accurately, efficiently, and in compliance with ADA requirements. The ideal candidate is service-oriented, adaptable, detail-driven, and works well in a fast-paced, team-based environment

Requirements

Extensive knowledge of highways and roads within IRC
Effective communication skills (Verbal & Written)
Knowledge of ADA requirements
Knowledge of the Route Match scheduling program
Adaptable to communicate and coordinate changes in routes, schedules, process, and procedures
Professional manner to interface with community.
Self-starter, organized with ability to prioritize competing deadlines to ensure goals are achieved in a timely manner
Ability to maintain confidentiality of sensitive client, medical information.
Ability to work collaboratively with internal teams, vendors, and community partners.
Commitment to the mission, values, and goals of Senior Resource Association.
High school graduate/equivalent.
Minimum one (1) year of experience in the operation of radio dispatch and electronic scheduling equipment.
Must successfully complete Level 2 background screening through Florida’s Care Provider Background Screening Clearinghouse and maintain eligibility with the Department of Elder Affairs (DOEA): https://info.flclearinghouse.com

Nice To Haves

Prior Paratransit experience highly desired.

Responsibilities

Assists with Paratransit scheduling and coordination.
Indexes and files correspondence, reports, cards, records, and other related materials, in accordance with established policies and procedures.
Receives and dispenses information by telephone, letter, or by direct contact with the public; explains departmental programs and policies in a positive and courteous manner.
Processes telephone requests for both registration and appointments for the Paratransit system.
Screens applicants to determine eligibility needs based on established criteria.
Processes applications for assistance in scheduling transportation.
Makes referrals to related human services agencies for assistance as individual needs dictate.
Verifies invoices and other related billing procedures.
Prepares and maintains computerized reports and files.
Attends transit-related training as directed by management.
Communicates clearly, effectively, and tactfully, orally and in writing.
Works emergency situations (including weather and other extreme conditions) as required.
Performs other duties as requested.