Call Center Agent

4 weeks ago

Chicago, United States Beacon Mobility Full time

SCR Medical Transportation LLC

Embark on a rewarding career journey with us - a company proudly recognized as one of the Great Places to Work in 2023-2024

The Customer Service Representative will provide excellent customer service to inquiring parties, and direct inquires to the appropriate internal resources as they are received. They will provide customers, clients, and others with appropriate and accurate information in a timely manner. Meeting all assigned quotas, metrics, and providing excellent customer service are the most important aspects of this position.

Essential Job Functions:

* Answer reservation calls within three (3) rings.
* Provide trip status updates in the form of ETA calls.
* Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e.

95+ Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less.

* Provide support to client's by addressing questions, issues, concerns, regarding registering for the service
* Proper handling of Lost and Found Calls.
* Communicate to management personnel any issues that impede the efficient operation of the call center.
* Actively participate in re-training sessions.
* Other Duties as assigned by the Supervisor or Manager.
* An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act.

Key Performance Indicators:

* 95% of all calls answered within 30 secs.


* Daily average talk time 90 seconds or less


* Ability to follow the department Standard Operating Procedures (i.e. same day trip request)


* Attendance


* Ability to multi-task


* Receive a minimum of 30-34 calls per hour



Responsibility Profile:

* Provide excellent customer service to all inquiring parties.


* Answer all incoming calls and emails with a polite and professional attitude.


* Record all inquiries still outstanding after initial communication concludes.


* Follow up on outstanding inquiries as soon as applicable.


* Route communication to appropriate parties if resolutions are not possible.


* Meet quotas and provide reports as necessary.


* Perform other duties as assigned.



Qualifications

* One (1) year work experience.


* High School Diploma.



SCR has been succeeding as an industry leader in the field of ADA Paratransit services since 1986, providing transportation to mobility-challenged individuals. It's the goal of SCR to provide reliable, safe, clean and comfortable transportation to this group of individuals. This type of transportation is essential for connecting passengers to friends, family and medical based services. As a result, we select drivers and staff that wish to help people care for themselves. Our Paratransit Operator's understand how to effectively and safely transport clients and we are looking for the right people to join our team.

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