Dispatcher II - Onsite - Philadelphia, PA

Modivcare•Philadelphia, PA

2d•$19 - $20•Onsite

About The Position

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

Requirements

High School Diploma or General Education Degree (GED) required.
One (1) plus years of contact center or customer service experience involving 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, including familiarity with Microsoft Word, Excel, and Outlook.
Ability to work independently or as part of a team.
Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
Ability to manage heavy phone volumes while maintaining a polite and courteous manner.
Demonstrated personal commitment to producing high-quality work.
Strong attention to detail and organizational skills to accurately manage customer information.
Positive and enthusiastic attitude with a passion for delivering exceptional customer experiences.
Ability to promote a positive working environment.
Ability to quickly learn new technologies and processes.
Ability to understand and follow complex instructions.
Ability to type accurately.

Responsibilities

Assists Transportation Providers with transportation-related questions and concerns.
Schedules, modifies, and cancels reservations as requested.
Obtains and documents details of complaints being filed.
Receives and documents Transportation Provider concerns.
Ensures accurate trip data input.
Refers unresolved customer grievances to the designated department for further investigation and resolution.
Attends all required meetings.
Supports adherence to company policies and procedures, including trip corrections, mileage and cost adjustments, cancellations, and entry of retroactive trips.
Provides support to staff in the pursuit of excellent customer service.
Assists with coordinating escalation procedures.
Negotiates trip costs outside of contractual agreements.
Answers the Transportation Provider phone line.
Participates in other projects or performs other 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!)