PRIMARY FUNCTION
Respond to incoming calls and emails to schedule transportation services promptly, courteously, and in accordance with agency policies and procedures. Collaborate with Program Coordinators to arrange transportation for Specialty Programs.
ESSENTIAL FUNCTIONS
- Provide transportation service information and determine passenger eligibility.
- Refer Medicaid-eligible trips to Non-Emergency Medical Transportation (NEMT).
- Enter trip information for NCSS, RART, and VIM programs.
- Assist Program Coordinators with scheduling, client communications, and transportation coordination.
- Communicate with shuttle and volunteer drivers, address routine issues, and escalate concerns as appropriate.
- Respond to routine inquiries and collaborate with Program Coordinators and the Transportation Services Manager on complex requests, vendor assignments, routing issues, policy exceptions, and client concerns.
- Follow applicable agency and program policies, procedures, and protocols.
- Maintain regular, punctual attendance.
- Perform additional duties and tasks when assigned.
- Work collaboratively with colleagues across the agency and resolve issues professionally and respectfully.
- Provide excellent customer service, project a positive and professional image when representing the organization.
- Support and uphold the agency’s Mission and Core Values.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to effectively communicate with staff and the public.
- Strong verbal and written communication skills, including the ability to gather information through the interview process.
- Basic computer proficiency, including email, word processing, spreadsheets, and web-based systems with ability to modify & edit within those applications.
- Ability to learn, interpret, apply, and explain transportation regulations, policies, and procedures.
- Strong attention to detail, analytical thinking, and problem-solving skills, including sound judgment in time-sensitive situations.
- Ability to organize work independently, manage competing priorities, and meet deadlines.
- Ability to work effectively in a fast-paced, team-oriented environment and use a computer for up to eight hours per day.
MINIMUM EDUCATION AND EXPERIENCE
Some college coursework, one year of relevant call center or customer service experience, or an equivalent combination of education and experience that provides the required knowledge and skills.
PREFERRED QUALIFICATIONS
- Previous call center experience.
- Knowledge of community resources for older adults, individuals with disabilities, and low-income populations.
- Bilingual skills.
Shift: Monday-Friday 8:00am – 4:30pm with mandatory overtime to clear the queue.
Pay: $18.95/Hr