Escalation Call Center Agent- WellTrans
Professional Management Enterprises•Indianapolis, IN
•$17 - $20•Onsite
About The Position
WellTrans NEMT is hiring Escalation Agents to support our growing call center. This role handles complex issues, urgent trip concerns, and calls that require advanced problem-solving. Escalation Agents work closely with internal teams to resolve service failures, support stranded members, and ensure a positive and safe experience for all.
Requirements
- At least 5 years of customer service experience with at least 3 years in a call center setting
- Strong de-escalation and problem-solving skills
- Excellent communication and documentation abilities
- Ability to stay calm under pressure and manage high-severity situations
- Must work on-site (no remote options)
Responsibilities
- Handle escalated or urgent member and provider calls
- De-escalate frustrated callers with professionalism and empathy
- Investigate and resolve complex trip issues (delays, missed trips, safety concerns)
- Coordinate with Routing, Dispatch, Provider Relations, and leadership
- Provide real-time follow-up and complete accurate documentation
- Identify when formal complaints must be submitted through the correct channels
- Support Member Advocates with questions related to escalation criteria
Benefits
- Opportunities for advancement
- Supportive leadership and team environment
- Meaningful work helping members access essential care
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
