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!)