Job Abstract

A large Medical Call Center in Diamond Bar, CA is seeking Customer Service Representatives that can start ASAP.

$20/hr for day shift and $22/hr for night shift.

Various Schedules Available.

Start ASAP!

General Duties

1. Handles calls to verify trip assignment, determine estimated time of arrival, assist connecting driver or vendor and passenger, and general troubleshooting.
2. Handles escalated issues and notices of dissatisfaction with tact, skill, and compassion.
3. Processes cancellations and passenger no shows and notifies drivers or vendors when necessary.
4. Documents information in the system relevant to calls and interactions.
5. Confirms driver estimated time of arrival by request from passenger or the call center.
6. Processes request to activate an unscheduled (will call) reservation and coordinates with the driver or vendor to dispatch a vehicle.
7. Provides excellent customer service, consistent with the company brand, to passengers, clients, vendors, and to the call center.
8. Adapts to fluctuations in the transportation network, policies, and work volume changes.
9. Screens calls for access to passenger accounts, handles confidential information as expected by company policy, and limits conversations to only relevant information to complete a task.
10. Maintains a high level of accuracy with all aspects of the position.
11. Notifies leadership, immediately, of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
12. Assist with trip assignment to meet passenger’s requests and service needs and makes courtesy outbound calls to passengers when requests cannot be fulfilled.
13. Any other duties as assigned by management.
14. Assigns same day trips on a trip-by-trip basis assigning trips to the vendor network based on the vendor’s documented coverage area, contracted service types, and daily maximum trip assignment cap by using company guides, matrices, and systems.
15. Notifies passengers when trips scheduled without proper notice cannot be accommodated.
16. Sends all trips to the vendor network by electronic manifest or verifies vendors used self-service manifest download.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.