Remote Retention and Recovery Specialist | $17.00 an Hour!

Modivcare

2d•Remote

About The Position

This position is responsible for interacting with clients and client representatives via phone, email and or mail to secure the return of company rental equipment. This includes receiving, investigating and responding to all customer inquiries regarding shipments, products and complaints. This role… Interacts with external and internal customers in a professional, helpful and courteous manner. Manages incoming phone calls by responding to requests and assisting with inquiries. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions. Implements solutions to issues and /or escalates unresolved issues. Answers client questions using scripted and non-scripted responses. Records details of calls and messages. Maintains access to, and security of, highly sensitive materials. Refers client complaints to appropriate parties. Maintains protocol information supplied from reference materials, memos, and training sessions. Places outbound calls to clients and client representatives to discuss returning company equipment. Recognizes, documents, and alerts manager of trends in calls and communications received. Maintains detailed files for documentation. Updates customer files, as warranted. Attempts to convert clients who lose coverage through government agencies/third parties to private pay clients and persuades clients to reconsider cancellation. Identifies root causes and recommends process improvements in order to prevent future problems. Maintains project productivity and quality goals. Participate in other projects or duties as assigned.

Requirements

High School Diploma or GED required.
Zero (0) plus years of experience.
Equivalent combination of education and/or experience.
Self-motivation and the ability to work independently and with teams.
Proficient in the use of Word, Excel, Outlook, and PowerPoint.
Excellent oral and written communication skills.
Proficient in managing multiple tasks as the same time.

Nice To Haves

Ability to work flexible hours and overtime when needed.

Responsibilities

Interact with clients and client representatives via phone, email and or mail to secure the return of company rental equipment.
Receive, investigate and respond to all customer inquiries regarding shipments, products and complaints.
Interact with external and internal customers in a professional, helpful and courteous manner.
Manage incoming phone calls by responding to requests and assisting with inquiries.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions.
Implement solutions to issues and /or escalate unresolved issues.
Answer client questions using scripted and non-scripted responses.
Record details of calls and messages.
Maintain access to, and security of, highly sensitive materials.
Refer client complaints to appropriate parties.
Maintain protocol information supplied from reference materials, memos, and training sessions.
Place outbound calls to clients and client representatives to discuss returning company equipment.
Recognize, document, and alert manager of trends in calls and communications received.
Maintain detailed files for documentation.
Update customer files, as warranted.
Attempt to convert clients who lose coverage through government agencies/third parties to private pay clients and persuade clients to reconsider cancellation.
Identify root causes and recommend process improvements in order to prevent future problems.
Maintain project productivity and quality goals.
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!)