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Transportation Customer Service Rep.
Job TitleTransportation Customer Service Rep.
The Transportation Customer Service Representative (TCSR) interacts with providers to provide information in response to inquiries about members and services and to handle and resolve complaints. He/She also ensures the efficient and accurate entering of all customer service/provider requests into LogistiCare's data management system (LCAD) by performing all gate keeping functions related to trip authorization, as well as documenting and resolving complaints and issues while providing superior customer service to providers.
Assist customers with transportation questions and concerns
Schedule, modify and cancel reservations as requested
Obtain and document details of any complaints being filed
Receive and document provider concerns
Ensure accurate trip data input
Maintain a polite and courteous manner at all times
Maintain an acceptable attendance and tardiness record
Demonstrate sincere personal commitment to producing high quality work
Ensure that all relevant customer information is documented
Refer unresolved customer grievances to designated department for further investigation and resolution
Attend all required meetings
Promote a positive working environment
Adhere to and ensures all company policies and procedures are maintained
Trip corrections, mileage adjustments, cancellations, and inserting retro trips
Accurate - Ability to perform work accurately and thoroughly
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy
High School Graduate or General Education Degree (GED)
Six months to one year prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry strongly preferred
SKLLS & ABILITIES
Excellent customer service and phone skills and must be able to work independently or with a team
Ability to quickly learn new technology
Must be able to understand and follow complex instructions
Ability to accurately type 35wpm
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms. Specific vision abilities required by this job include close vision.
The work environment characteristics described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.