Customer Service Representative - Remote, ME State Only

📋 Description

• • Modivcare Inc. is seeking compassionate and dedicated Customer Service Representatives (CSRs) to join our growing team. This is a remote position, exclusively for residents of Maine, offering a unique opportunity to make a tangible difference in the lives of members by serving as their primary point of contact for our essential service offerings.
• • As a CSR, you will be instrumental in resolving member concerns, ensuring that all requests related to scheduling, modifying, and canceling reservations are processed with accuracy and efficiency. You will be provided with structured protocols and scripts to guide your interactions, ensuring a consistent and high-quality member experience.
• • Your daily interactions will involve speaking directly with members, addressing their transportation-related questions, and actively supporting them in their journey towards achieving positive health outcomes. This role is crucial in facilitating access to necessary services, thereby contributing to the overall well-being of the individuals we serve.
• • To ensure a seamless remote work experience, candidates must meet specific technical requirements. This includes having high-speed internet with a minimum download speed of 25MBPS and an upload speed of 5MBPS, with proof of a speed test required. Additionally, you must be able to directly hardwire your computer to your modem. A dedicated, private workspace is essential, ensuring the security and confidentiality of sensitive company documents and providing an environment free from distractions.
• • Successful candidates will be required to attend 100% of training sessions, remaining on camera for the initial 30 days of employment to facilitate effective onboarding and team integration.
• • Key responsibilities in this role include receiving and meticulously documenting customer concerns, ensuring all pertinent information is captured accurately and in a timely fashion. You will be responsible for adhering strictly to all company procedures and protocols, guaranteeing that accurate trip data is consistently entered into our systems.
• • A strong personal commitment to producing high-quality work is paramount. You will also be tasked with referring any unresolved customer grievances to the appropriate designated department for further investigation and resolution, acting as a crucial liaison.
• • Effective multitasking is essential, as you will need to efficiently extract necessary information from multiple systems while engaging with members. A significant part of your role will involve reviewing and educating members about our services and their specific insurance coverage, empowering them with knowledge.
• • This position operates within a 24/7/365 contact center environment. While the primary shift is Monday-Friday, flexibility is key, as schedules may include nights, weekends, and holidays, including company-recognized holidays. Holiday coverage is a mandatory aspect of this role, ensuring continuous service availability.
• • The role demands excellent organizational skills, coupled with strong written and verbal communication abilities, as all system documentation will be in English. You will need to be proficient in typing at a speed of 35 words per minute or more.
• • You will handle a high volume of calls, potentially exceeding 100 calls per day, requiring the ability to talk and type simultaneously in a clear and concise manner while interacting with customers.
• • Proficiency in the Microsoft Office Suite is expected. The ability to work overtime as required and to function independently under general supervision is also crucial. Sound decision-making and problem-solving skills are vital for navigating the fast-paced environment of a customer service center.
• • This role offers a competitive pay rate of $16 per hour and is ideal for individuals who are optimistic, service-oriented, and eager to contribute to a company that values making a positive impact on its members' lives.