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Customer Advocate - TCSR

Company: LogistiCare
Location: Garden Grove
Posted on: August 28, 2019

Job Description:

The Customer Advocate -- TCSR interacts with providers to provide information in response to inquiries from Transportation Providers regarding members and services, and to handle and resolve complaints while providing superior customer service to all external and internal customers. The CA-TCSR also ensures the efficient and accurate entering of all customer service / provider requests into LogistiCare's data management system by performing all gatekeeping functions related to trip authorization.

ESSENTIAL FUNCTIONS
-Assist Transportation Providers with transportation questions and concerns
-Schedule, modify and cancel reservations as requested
-Obtain and document details of any complaints being filed
-Receive and document provider concerns
-Ensure accurate trip data input
-Maintain a polite and courteous manner at all times
-Maintain an acceptable attendance and tardiness record
-Demonstrate sincere personal commitment to producing high quality work
-Ensure that all relevant customer information is documented
-Refer unresolved customer grievances to designated department for further investigation and resolution
-Attend all required meetings
-Promote a positive working environment
-Adhere to and ensures all company policies and procedures are maintained
-Trip corrections, mileage adjustments, cancellations, and inserting retro trips
-Other tasks as assigned

POSITION QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competency Statement(s)
-Accurate - Ability to perform work accurately and thoroughly
-Communication, Oral - Ability to communicate effectively with others using the spoken word
-Communication, Written - Ability to communicate in writing clearly and concisely
-Customer Oriented - Ability to take care of the customers' needs while following company procedures
-Interpersonal - Ability to get along well with a variety of personalities and individuals
-Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
-Reliability - Reliable and dependable in performing job-related tasks, finishing assigned projects, meeting deadlines and adherence to work schedule / attendance policy

Education
High School Graduate or General Education Degree (GED) required

Experience
Six months to one year prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry strongly preferred

SKILLS & ABILITIES
-Excellent customer service & phone skills
-Proficient with Microsoft Word, Excel, and Outlook
-Ability to work independently or within a team -Must be able to handle heavy phone volume

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Garden Grove , Customer Advocate - TCSR, Other , Garden Grove, California

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