Customer Service Representative - Remote, WV

MUST LIVE IN WEST VIRGINIA

Required Start Date: 1/8/2025

SHIFT IS MONDAY- FRIDAY

Modivcare is looking for optimistic individuals to join the team as Customer Service Representatives (CSR). You play a part in making a positive impact on members' lives by being a first contact for questions about our service offerings. As a CSR, you will resolve member concerns while ensuring requests are processed in an accurate and timely manner. CSRs are given a structured protocol and scripts to document conversations to ensure consistency of scheduling, modifying, and canceling customer reservations. You will speak with members daily and answer their transportation questions, all while helping support them in their journey towards positive health outcomes. 

***WORK FROM HOME REQUIREMENTS***

• High Speed Internet of 25MBPS download and 5MBPS upload. You will be required to provide proof of a speed test.
• Ability to directly hardwire to your modem
• Required to have a dedicated work area that is separated from other living areas and provides privacy to review company sensitive documents securely.
• Attend 100% of training, on camera for the first 30 days of employment.

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.

We are excited to speak to someone with the following... 

• 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. All system documentation will be in English
• Can type 35wpm or more 
• Answer a high volume of calls up to 100+ calls per day 
• Proficiency in Microsoft Office Suite
• 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.