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.