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Role Description
This role involves making a positive impact on members’ lives by being a first contact for questions about our service offerings.
- Resolve member concerns while ensuring requests are processed accurately and timely
- Follow structured protocol and scripts to document conversations
- Speak with members daily and answer their transportation questions
- Support members in their journey towards positive health outcomes
In this role, you will:
- Receive and document customer concerns while ensuring all relevant information is correct in a timely manner
- Ensure all company procedures are followed
- Ensure accurate trip data is input in our systems
- Demonstrate a personal commitment to producing high-quality work
- Refer unresolved customer grievances to designated department for further investigation and resolution
- Multitask effectively and efficiently to extract necessary information from multiple systems
- Review and educate members on our services and their insurance coverage
Qualifications
- High School Graduate or General Education Degree (GED)
- 0-2 years of related experience
- 6+ months contact center experience OR customer service experience
- Strong organization skills, written, and verbal communication skills
- Ability to type 35wpm or more
- Proficiency in Microsoft Office Suite
Requirements
- Must live in Texas
- High Speed Internet of 25MBPS download and 5MBPS upload
- Ability to directly hardwire to your modem
- Dedicated work area that is separated from other living areas
- Attend 100% of training, on camera for the first 30 days of employment
- Answer a high volume of calls up to 100+ calls per day
- Ability to talk and type simultaneously in a clear and concise manner while interacting with customers
- Work overtime as required
- Ability to work independently under general supervision
- Sound decision-making and problem-solving skills in a fast-paced environment
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!)
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