- Answer reservation calls within three (3) rings.
- Provide trip status updates in the form of ETA calls.
- Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e.
- Provide support to client's by addressing questions, issues, concerns, regarding registering for the service
- Proper handling of Lost and Found Calls.
- Communicate to management personnel any issues that impede the efficient operation of the call center.
- Actively participate in re-training sessions.
- Other Duties as assigned by the Supervisor or Manager.
- An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act.
- 95% of all calls answered within 30 secs.
- Daily average talk time 90 seconds or less
- Ability to follow the department Standard Operating Procedures (i.e. same day trip request)
- Attendance
- Ability to multi-task
- Receive a minimum of 30-34 calls per hour
- Provide excellent customer service to all inquiring parties.
- Answer all incoming calls and emails with a polite and professional attitude.
- Record all inquiries still outstanding after initial communication concludes.
- Follow up on outstanding inquiries as soon as applicable.
- Route communication to appropriate parties if resolutions are not possible.
- Meet quotas and provide reports as necessary.
- Perform other duties as assigned.
- One (1) year work experience.
- High School Diploma.
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Call Center Agent - Chicago, United States - Beacon Mobility
Description
SCR Medical Transportation LLCEmbark on a rewarding career journey with us - a company proudly recognized as one of the Great Places to Work in
The Customer Service Representative will provide excellent customer service to inquiring parties, and direct inquires to the appropriate internal resources as they are received.
Essential Job Functions:
Key Performance Indicators:
Responsibility Profile:
SCR has been succeeding as an industry leader in the field of ADA Paratransit services since 1986, providing transportation to mobility-challenged individuals.
Our Paratransit Operator's understand how to effectively and safely transport clients and we are looking for the right people to join our team.