Customer Service Representative

3 days ago—Be among the first 25 applicants

Remote with restrictions! This position requires at least one year of call center experience, availability to work in the Central Time Zone, and mandatory attendance during training with no exceptions.

Customer Service Representatives (CSRs) are the frontline for handling high-volume calls (100+ per day) and assisting members with ride ETAs and scheduled transportation to and from doctors’ appointments. Responsibilities include managing incoming and outgoing calls, data entry, and processing requests members may have. Agents are expected to meet KPI metrics consistently. Please note that all agents must have hardwired capabilities in addition to completing an internet speed check.

• Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems to meet contract service levels
• Provide top-quality customer service experience to a diverse customer population
• Enter Customer Contact information into appropriate software system, ensure accuracy of data entries
• Conduct outbound phone calls
• Schedule trips in the most cost-effective manner
• Meet job-specific key performance indicators and goals
• Respond to all inquiries within a timely and professional manner
• Respond and document customer complaints
• Provide support on special projects as needed
• Maintain daily customer scheduling for Eligibility staff
• Collect, track and maintain all monies collected for replacement IDs
• Maintain confidentiality and comply with HIPAA regulations
• Anticipate needed supplies and order replacement supplies in a timely manner
• Manage all office equipment, including printers and photocopier, serving as point of contact for vendors
• Maintain vendor files, monitor service, and recommend alternative suppliers as appropriate
• Design filing systems, document scanning and ensure they are maintained and up-to-date electronically
• Provide comprehensive reception coverage while maintaining a high level of professionalism

Minimum 1 year of call center experience (all industry call center experience is welcome). Preferred:
Experience handling high-volume calls (approx. 80 per day).

Must have a dedicated workspace and 30 Mbps internet speed (no hotspots). Must be able to use the Automatic Dialer system – calls are back-to-back.

Cannot be in a caretaking role during work hours.

Entry Level

This is a Contract position based out of Phoenix, AZ. The position is fully remote.

The pay range for this position is $16.00–$16.00 per hour.

Benefits are subject to change and may be dependent on your job classification and length of employment. Eligible temporary employees may receive:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, vacation or sick leave)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.