Dispatcher II - Onsite - Philadelphia, PA

Modivcare • Philadelphia, PA

3d • $16 - $20 • Onsite

About The Position

Modivcare is looking for an experienced Dispatcher II / Customer Advocate II to join our team. This position is responsible for interacting with providers to provide information in response to inquiries from Transportation Providers regarding members, services, handling and resolving complaints, as well as providing superior customer service to all external and internal customers.

Requirements

• High School Graduate or General Education Degree (GED) required.
• One (1) 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 process.
• 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.
• Provides support to staff in pursuit of excellent customer service.
• Assist with coordinating escalation procedures.
• 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!)

What This Job Offers

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