Customer Service Representative - Remote, VA

Modivcare • Remote, VA, VA

4d • Remote

About The Position

Modivcare is hiring an experienced Customer Service Representative to serve as the first point of contact for members. The role resolves questions and concerns accurately and promptly, coordinates transportation services, documents interactions, and helps provide a positive experience that contributes to improved health outcomes. Applicants must live in Virginia.

This is a remote role with home-office requirements: high-speed internet of at least 25 Mbps download and 5 Mbps upload, with proof of a speed test; the ability to connect directly to the modem by hardwire; and a dedicated work area separate from other living spaces to protect sensitive information. Employees must attend 100% of training and be on camera for the first 30 days of employment.

The contact center operates 24/7/365. Schedules may include nights, weekends, and holidays, including company-recognized holidays, and holiday coverage is required. The required start date is December 8, 2026. The pay rate is $14.00 per hour.

Requirements

• Must live in Virginia.
• High School Diploma preferred.
• 0–2 years of contact center or customer service experience involving high call volume and data entry preferred, or an equivalent combination of education and/or experience.
• Excellent customer service and interpersonal skills, with the ability to work independently and as part of a team.
• Ability to quickly learn new technology and processes and understand and follow complex instructions.
• Ability to type accurately at least 35 words per minute.
• For remote work: internet speed of at least 25 Mbps download and 5 Mbps upload, with proof of speed test; ability to hardwire directly to the modem; and a dedicated private work area.
• Ability to attend 100% of training and be on camera for the first 30 days of employment.
• Ability to meet the physical demands of the role, with reasonable accommodations available for qualified individuals with disabilities.

Nice To Haves

• High School Diploma.
• 0–2 years of contact center or customer service experience with high call volume and data entry.

Responsibilities

• Assist customers with transportation questions and concerns.
• Schedule, modify, and cancel reservations as requested.
• Obtain and document details of customer complaints and concerns.
• Accurately document all relevant customer information.
• Attend required meetings and follow company policies and procedures.
• Meet acceptable attendance and punctuality standards.
• Ensure accurate trip data entry and documentation.
• Maintain a polite, professional, and courteous demeanor.
• Produce high-quality work.
• Refer unresolved customer grievances to appropriate departments for further investigation and resolution.
• Promote a positive and collaborative working environment.
• Support the 24/7/365 contact center, including required holiday coverage and schedules that may include nights, weekends, and holidays.
• Participate in additional projects or duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Employer-paid basic life insurance and AD&D
• Voluntary life insurance for employee, spouse, and 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

What This Job Offers

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