Dispatcher - Onsite - Dover, DE

Modivcare•Dover, DE

4d•Onsite

About The Position

Modivcare is seeking an experienced Customer Advocate/Dispatcher to join its team in Dover, Delaware. The role interacts with transportation providers to respond to inquiries about member services, resolve complaints, and deliver customer service to internal and external stakeholders. It involves answering calls on the Transportation Provider call line and handling trip reservations and related records in accordance with company policies. The position requires a high school diploma or GED, but no prior experience is required. Salary is $17.50–$19 per hour. The physical demands include extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; and lifting up to 10 pounds. Reasonable accommodations may be made for qualified individuals with disabilities. Modivcare provides a comprehensive benefits package and is an Equal Opportunity Employer.

Requirements

High school diploma or General Education Degree (GED).
Zero or more years of experience, or an equivalent combination of education and/or experience.
Strong verbal and written communication skills and a friendly, customer-focused demeanor.
Excellent active listening skills and ability to understand customer needs and concerns.
Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
Ability to work independently and collaboratively within a team.
Ability to remain calm and composed under pressure while resolving issues.
Comfort managing high call volumes courteously and professionally.
Strong attention to detail and organizational skills for accurately managing customer information.
Enthusiastic, positive attitude and passion for delivering exceptional service.
Willingness and ability to learn new technology and processes quickly.
Ability to understand and follow complex instructions and type accurately.

Responsibilities

Assist transportation providers with questions and concerns related to transportation services.
Schedule, modify, and cancel reservations as needed.
Document and obtain details of complaints or incidents filed by providers.
Receive and accurately record provider concerns.
Ensure complete and accurate trip data entry.
Refer unresolved transportation provider or member grievances to the appropriate department.
Support documentation of trip corrections, mileage or cost adjustments, cancellations, and retroactive trip entries in accordance with company policies.
Answer incoming calls on the Transportation Provider call line.
Participate in required meetings and contribute to other projects or duties as assigned.