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in Philadelphia, PA
Senior CSR
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Philadelphia, PA 19123 Philadelphia, Pennsylvania |
About this job
Customer Service Representative (CSR) II use their advanced skills and knowledge to provide efficient, effective and quality resolution to complex situations. He/She engages with customers to provide information in response to inquiries and to resolve complaints. He/She also ensures timely and accurate entry of all requests into LogistiCare's system as well as providing superior customer service to members.
To be advanced to the Customer Service Representative (CSR) II the following criteria must be met:
90 Days of employment from date of last pay increase
Performance must be at or above expectation in current role
Proficiency demonstrated in handling more complex accounts and tasks
Skill assessment testing must by >85%
Cannot be on any form of corrective action
ESSENTIAL JOB 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 customer concerns
-Ensure that all relevant customer information is documented
Policy Adherence
-Attend all required meetings
-Adhere to and ensures all company policies and procedures are maintained
-Maintain an acceptable attendance and tardiness record
Customer Service
-Ensure accurate trip data input
-Maintain a polite and courteous manner at all times
-Demonstrate sincere personal commitment to producing high quality work
-Refer unresolved customer grievances to designated department for further investigation and resolution
-Promote a positive working environment
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
REQUIREMENTS
Education
High School Graduate or General Education Degree (GED)
Experience
Six months to one year prior contact center experience and/or prior customer service experience with heavy phone volume and data entry strongly preferred
Skills
Excellent customer service and people skills and must be able to work independently or with a team
Ability to quickly learn new technology and processes
Must be able to understand and follow complex instructions
Read, write and understand English fluently
Ability to accurately type 35wpm
WORKING CONDITIONS
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.
Physical Requirements
-Able to sit at and work on a computer with headset for periods of time
-Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves
-Required to be at the work location to perform job functions
-Ability to speak, hear and see for the assigned work day
-Repetitive key stroke/data entry for the assigned work day
-Minimal ambulating
-Ability to answer a high volume of calls up to 100+ calls per day
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.
LogistiCare is an Equal Opportunity Employer.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled