Call Taker 2

Utilizing the transportation management and phone systems the Call Taker receives incoming calls from members, member representatives, or medical providers requesting transportation. In addition to delivering a high level of customer service and data entry accuracy that meets established standards, the Call Taker Specialist will collaborate with floor leads and trainers to support initial and on-going agent training and complete special projects as assigned. Multi-lingual English/Spanish candidates are highly desired.

This position supports all units within ComTrans NEMT Operations and upholds the ComTrans mission and goals.  This position utilizes business knowledge, independent and creative thinking. ComTrans is a safety sensitive company.

Job description(s) are subject to change based on business necessity.

EMPLOYEE STATUS: Full-time, $21-$23 per hour/D.O.E./non-exempt.

REQUIREMENTS:

Education: High School Graduate or equivalent preferred but not required.

Age: All ComTrans employees must be at least 18 years old.

Experience: 1 to 2 years of call center experience preferred.

Work Schedule: Flexible and able to meet organizational needs.

Skills, Knowledge, and Abilities:

Employee must:

• Communicate effectively in English, both verbally and in writing.

• Be well organized, efficient, and able to prioritize duties.

• Strong time management.

• Be able to utilize technology including Microsoft Office Programs, multi-line phone systems and, internal web-based programs including but not limited to Ecolane, CloudTrans, and Crexendo.

• Touch typing - 40wpm or more preferred.

• Provide a high level of customer service to both internal and external customers.

• Ability to perform in a professional, businesslike manner and to the highest standard of professional conduct.

• Be detailed oriented with a high level of accuracy.

• Deescalate situations effectively.

• Work independently.

• Work well with others.

• Be a strong team player.

• Use sound judgment, make timely decisions, and solve problems.

• Possess exceptional follow-up skills.

• Work well under pressure.

Physical Requirements:

While performing duties of this job, must be able to:

• Stand, reach and extend arms.

• Grasp, feel objects or controls.

• Reach with hands and arms.

• Talk and hear.

• Able to lift at least 10 pounds.

• Sit for extended periods of time.

• Perform repetitive activities such as typing, using a telephone, computer mouse.

• Must have adequate visual acuity as required to perform activities such as viewing a computer terminal, reading.

RESPONSIBILITIES:

• Answer in-coming calls.

• Always provide responsive and professional customer service.

• Provide customer with trip details including pick up windows, provider information (if known) and ensure customers are educated about program processes, expectations, and limitations.

• Monitor and respond to emails and messaging applications in a timely manner.

• Collaborate with QA, Training, and Management teams to guide and support new agents during their transition to the call center floor.

• Assess and offer constructive feedback to agents, share insight and opportunities for performance and process improvements.

• Utilizing trip booking and related systems to verify member information and process requests accurately and efficiently

• Conduct self-audits to ensure a high level of data entry accuracy

• Participate in workgroups to brainstorm improvements in efficiencies

• Meet or exceed call and data entry goals as set by Manager/Call Center Supervisor

• Adhere to work schedule

• Additional duties as assigned.

REPORTING RELATIONSHIP:

This position reports to the Call Center Supervisor

MEASUREMENTS OF PERFORMANCE:

The Leadership Team will evaluate the performance contribution and effectiveness of each Call Taker using the following criteria:

• Attendance and Reliability.

• High level of customer service.

• Timeliness, accuracy & completion of all duties.

• Meeting data entry and program goals.

• Activities are consistent with company policy.

• Level of professionalism with internal and external customers.

ComTrans, Inc. is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.