Call Center Agent

About the role

SCR Medical Transportation LLC is hiring for onsite shifts starting at 10am, 11am, 12pm, or 1pm, and must be available to work both Saturdays and Sundays. Additional days may be added for full-time positions.

Responsibilities

• Answer reservation calls within three (3) rings.
• Provide trip status updates in the form of ETA calls.
• Ensure all call center requirements outlined in the PACE contract are met or exceeded, including answering 95% of calls within 2 minutes and talk-time of 90 seconds or less.
• Support clients by addressing questions, issues, and concerns regarding registration for the service.
• Handle lost and found calls appropriately.
• Communicate any issues that hinder the efficient operation of the call center to management personnel.
• Participate in re-training sessions as needed.
• Provide excellent customer service to individuals certified under the American with Disabilities Act.

Qualifications

• One (1) year work experience.
• A High School Diploma.

Key Performance Indicators

• 95% of all calls answered within 30 seconds.
• Daily average talk time 90 seconds or less.

Attitude and Skills

• An attitude of empathy.
• A desire to provide high quality customer service.

Benefits

SCR Medical Transportation LLC is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

Pay

$17.00/hour, $17.50 after training.

Schedule

Onsite shifts starting at 10am, 11am, 12pm, or 1pm, with the possibility of additional days for full-time positions.