Escalation Call Counselor

Professional Management Enterprises • Indianapolis, IN

4h • $17 - $20 • Hybrid

About The Position

This is more than a traditional call center position. Our Escalation Call Counselors help members navigate transportation concerns, solve time-sensitive issues, assist with high call volumes, and work with teams across the organization to find solutions. Employees who successfully complete their onsite training and probationary period and demonstrate strong performance can become eligible to transition to remote work.

Requirements

• 3 years of previous call center or customer service experience
• Enjoy helping people and solving problems
• Can remain calm and professional during challenging conversations
• Are comfortable working in a high-volume call environment
• Are comfortable learning and navigating multiple computer systems
• Communicate clearly and professionally
• Are dependable and take pride in your attendance and performance
• Can work independently while still being part of a team
• Are flexible and willing to assist where needed based on call volume and business needs
• Enjoy a fast-paced environment where every day may look a little different

Nice To Haves

• Experience in healthcare, transportation, dispatch, scheduling, or high-volume customer service is a plus, but we are also interested in candidates with strong transferable customer service experience.

Responsibilities

• Assist members with transportation and service-related concerns
• Help resolve escalated and time-sensitive situations
• Support the Call Center during periods of high call volume to help reduce wait times and ensure members receive timely assistance
• Research issues and identify solutions
• Provide compassionate and professional customer service
• Work with Routing and other internal teams to resolve concerns
• Document member interactions and follow-up needs
• Manage calls, tickets, and other assigned tasks
• Shift between responsibilities based on daily call volume and operational needs
• Use your judgment and problem-solving skills to help create a positive member experience

Benefits

• Starting pay of $17.00 per hour
• Monday–Friday schedules
• No regularly scheduled weekends
• Multiple shift options
• Opportunity to transition to remote work after probation
• Paid training
• Experience in the growing healthcare transportation industry
• Opportunities to develop advanced customer service, de-escalation, and problem-solving skills
• A team-focused environment where your work directly impacts the people we serve

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed