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Transportation Customer Service Representative

Company: LogistiCare
Location: Garden Grove
Posted on: May 21, 2018

Job Description:

The Transportation Customer Service Representative (TCSR) interacts with providers to provide information in response to inquiries about members and services and to handle and resolve complaints. He/She also ensures the efficient and accurate entering of all customer service/provider requests into LogistiCare's data management system (LCAD) by performing all gate keeping functions related to trip authorization, as well as documenting and resolving complaints and issues while providing superior customer service to providers. ESSENTIAL FUNCTIONS Assist customers 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 POSITION QUALIFICATIONS 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 - The trait of being dependable and trustworthy Education High School Graduate or General Education Degree (GED) 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 SKLLS & ABILITIES Excellent customer service and phone skills and must be able to work independently or with a team Ability to quickly learn new technology Must be able to understand and follow complex instructions Ability to accurately type 35wpm PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Garden Grove, Transportation Customer Service Representative, Professions, Garden Grove, California

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