Job

Company

Description

Salary

Skills

Job Description

Customer Service Representative- ETA AGENT Department: RMMCC Call Center Reports to: Call Center Supervisor Status: Full-time Location: Chicago, IL Position Summary: The Customer Service Representative is responsible for receiving incoming calls from current customers seeking an ETA (estimated time of arrival) or cancellation of their booking. Essential Job Functions: • Answer reservation calls within three (3) rings. • Provide trip status updates in the form of ETA calls. • Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e. 95+ Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less. • Provide support to client’s by addressing questions, issues, concerns, regarding registering for the service
• Proper handling of Lost and Found Calls.
• Communicate to management personnel any issues that impede the efficient operation of the call center.
• Actively participate in re-training sessions.
• Other Duties as assigned by the Supervisor or Manager. •An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act. Key Performance Indicators:

95% of all calls answered within 30 secs.
Daily average talk time 90 seconds or less
Ability to follow the department Standard Operating Procedures (i.e. same day trip request)
Attendance
Ability to multi-task
Receive a minimum of 30-34 calls per hour

Physical Demands: Sitting for long periods of time, operating a computer and phone, repetitive movement requiring manual dexterity and fine motor skills, normal color vision and good close-up vision to where computer screen will not inhibit vision

Work Environment: The Call Center Agent must be able to work in an environment that may be noisy, where work can be repetitive with little time between calls.

This job description is not intended to be all inclusive, and employees shall perform other duties as appropriate. SCR Medical Transportation, Inc. reserves the right to change job duties as the need arises. This job description does not constitute a written or implied contract of employment. SCR Medical Transportation is an EOE.

This job was posted on Mon Nov 28 2022 and expired on Sun Dec 25 2022.

Tasks

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Solicit sales of new or additional services or products.

Order tests that could determine the causes of product malfunctions.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Persuasion - Persuading others to change their minds or behavior.

Service Orientation - Actively looking for ways to help people.

Knowledge

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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SCR Medical Transportation

Ambulance Services Companies & General Hospitals & Home Health Care Services Companies & Niche Health Practitioners Companies & Transportation Support Companies

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Reviews

July 29, 2023

Awesome staff

3.8

3

Salary & Benefits

5

Professional growth

5

Work-Life balance

5

Recognition & Support

4

Culture and Values

I worked at SCR for almost 1 year in 2019 so things may have changed a lot . I enjoyed the bus aide position and helping those in need get to their destination. Although I didn’t stay long I enjoyed the staff and how open and caring they were. SCR overall gets a good rating from me! There is a few things I would have liked while being there. The bus aide position wasn’t paid hourly at the time only paid per ride . There are other positions for one to advance & make room for growth but unfortunately the other positions didn’t work for me. I ended up seeking a higher paying position. If you’re looking for a part time job to earn just a little extra income the aide position would be perfect .

Pros and Cons

Very nice, supportive, caring staff

Not enough parking sometimes have to walk 5-10 min from lot

See All (2) Reviews

Summary

SCR Medical Transportation Company was established in 1986 in the Chicago States. Frank London Brown is the chief executive officer of SCR Medical Transportation Company. The mission of SCR Medical Transportation Company is to provide secure and quality services to clients. The goal of SCR Medical Transportation Company is to provide safety for clients & team members. The services and products of SCR Medical Transportation Company are ADA paratransit, versatility management, non-emergency medical transportation, and private transport services. The SCR Medical Transportation Company offers many job opportunities for qualifying drivers and also provides many employee benefits such as paid sick leave, 401k plan, flex-time/flexible schedule and paid holidays/vacation.

Company - Private

Medium

8835 S. Greenwood Ave., Chicago, IL, 60619, and others

Ambulance Services Companies, General Hospitals, Home Health Care Services Companies, Niche Health Practitioners Companies, Transportation Support Companies

1986

Company Details

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Customer Service Representative Interview Questions & Answers

How do you handle difficult customers?

Answer

I remain calm and empathetic, actively listening to their concerns and finding a solution that meets their needs.

How do you prioritize tasks in a fast-paced environment?

How do you handle a situation where you don't know the answer to a customer's question?

About the Customer Service Representative role

Customer Service Customer Service Representative

As Customer Service Representatives, we interact with customers on behalf of an organization. Our tasks include providing information about products and services, taking orders, responding to customer complaints, and resolving problems. We handle customer accounts. Many of us work in call centers, and others interact with customers face-to-face or by email, live chat, or other methods. We work in almost every industry, and our job can vary depending on where we work. Some of us help to generate sales leads, while others do not sell products or services.

Core tasks: