Customer Advocate - Charleston, WV Only

About the role

This role is responsible for providing superior customer service support to Transportation Providers by addressing inquiries, resolving concerns, and ensuring accurate documentation. The individual will assist in scheduling, modifying, or canceling transportation reservations and escalate unresolved issues to the appropriate departments. This position plays a critical role in ensuring high-quality service delivery to both internal and external stakeholders.

Responsibilities

• Assists Transportation Providers with transportation-related questions and concerns.
• Manages scheduling tasks, including modifying and canceling reservations per provider requests.
• Documents and investigates complaints or incidents, ensuring detailed records are maintained.
• Responds to provider concerns and refers unresolved grievances for further review.
• Ensures accurate entry of trip-related data.
• Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips.
• Answers the Transportation Provider call line with professionalism and courtesy.
• Participates in required meetings and other assigned duties or projects.

Requirements

• High School Diploma or General Education Degree (GED) required.
• Zero (0) plus years of experience, or equivalent combination of education and/or experience.
• Strong verbal and written communication skills, with a customer-focused demeanor.
• Excellent active listening and interpersonal skills.
• Basic computer proficiency, including Microsoft Word, Excel, and Outlook.
• Ability to work independently and collaboratively within a team.
• Composure under pressure, maintaining professionalism during high call volumes.
• Detail-oriented with excellent organizational skills.
• Positive attitude and passion for delivering exceptional customer experiences.
• Ability to quickly learn new systems and follow complex instructions.
• Demonstrated accuracy in data entry.

Pay

$17.50 - $19/hr

Physical Demands

• Extended periods of sitting.
• Frequent telephone, headset, and computer use.
• Data entry.
• Occasional standing and walking.
• Lifting up to 10 lbs.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.