BASIC FUNCTION: The Call Center Agent is responsible for receiving incoming calls from current customers and scheduling trips according to SCR guidelines Primary Responsibilities: Answer reservation calls and schedule trips according to client request. 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. 75+ Percent of Calls Answered within 2.5 minutes and talk-time of 150 seconds or less. Proper handling of Lost and Found Calls. Provide support to client’s by addressing questions, issues, concerns, regarding registering for the service. Communicate to management personnel any issues that impede the efficient operation of the call center. Provide general information regarding scheduling Private trips. Actively participate in re-training sessions. Ensure that all booked trips are checked daily for accuracy. Ensure that common locations are use whenever possible. Must be able to work with dispatch in order provide status updates on client trips. Assist Auditing Department with Driver Check-In or inputting mileage. Other Duties as assigned by the Call Center Team Lead, Supervisor or Manager. KEY PERFORMANCE INDICATORS: Meeting daily on-time performance goals (as indicated by internal goals and external contractual goals) Meeting daily productivity goals (trips per hour) Ability to follow the department Standard Operating Procedures (e.g. missed trips) Attendance Ability to multi-task as indicated by number of late trips, updating of routes and communication with co-workers as evident by staff complaints. MINIMUM QUALIFICATIONS: At least one year of call center experience in a high call volume center. Highly developed Customer Service skills Excellent communication skills An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act PREFERENCES: Proficiency with PC software, i.e. Trapeze and Microsoft Office is preferred. Fluency in English and Spanish strongly preferred. 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 crowded or noisy, where work can be repetitive or stressful, 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. SCR is an Equal Opportunity / Affirmative Action Employer W_e want all interested and qualified candidates to apply for employment opportunities. If you are a U.S. applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us regarding accommodations.  Please indicate the specifics of the assistance needed.  This option is reserved only for individuals with disabilities that are unable to use the online tools and is not intended for other purposes._