Remote Customer Service Representative

POSTED ON 7/18/2021 CLOSED ON 7/21/2021
First Transit Hired Organization Address Glen Ellyn, IL Remote Full Time

Job Posting for Remote Customer Service Representative at First Transit

Have you considered being a Customer Service Representative?

Now is your chance!

First Transit carries approximately 350 million passengers a year. As a call center representative, you will play an integral role in our mission to provide solutions for an increasingly congested world by keeping people moving and communities prospering. APPLY TODAY!

Our Remote Customer Service Representatives can enjoy:

  • Vast Opportunities for Advancement
  • Excellent benefits including medical, dental, vision, and 401(k) savings plan.
  • Company training, paid holidays, paid vacation and sick days.

Job Purpose:

The Remote Customer Service Representative handles incoming calls, schedules transportation to medical appointments, answers questions, and provides assistance to health plan Enrollees.

This performance-based role includes, but is not limited to, the following:

  • Receive inbound calls and correspondence from customers related to services provided
  • Meet or exceed established performance requirements i.e. talk time & number of calls answered
  • Remain accessible to achieve appropriate service levels and adhere to established schedule
  • Make outbound calls or send correspondence to appropriate parties as needed
  • Clarify and prioritize the needs of the Enrollee, answer questions and assist with the resolution of concerns
  • Document notes and update records as appropriate
  • Maintain a high-level knowledge about services provided
  • Practice first call resolution (FCR) when possible; effectively relay information to Supervisor when FCR isn’t an option
  • Proactively participate in performance improvement meetings, activities, and goals; be receptive to performance feedback and continuously seek to improve your own skills
  • Provide exceptional service to the customer that meets or exceeds all contractual service level agreements
  • Support and sustain a positive environment that fosters team performance and individual excellence
  • Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives.
  • Disseminate accurate information to callers and consistently follows policies and procedures as outlined in the
  • Operations and Procedure Manual. Remains informed by reviewing policy and procedure on a continuous basis.
  • Maintain acceptable attendance record according to Attendance Policy
  • Maintain confidentiality of medical and personal information in accordance with HIPAA agreements.
  • Assist with special projects and other duties as assigned

To qualify as a Remote Customer Service Representative you’ll need:

  • 3-years minimum of excellent customer service experience.
  • Able to listen and communicate clearly.
  • Able to follow company policies & procedures.
  • Able to sit and operate a computer and phone system.
  • Maintain excellent attendance record.
  • Complete the call process with accuracy and maintain low error rate.
  • Available to work from home with access to a confidential space and when business need require, report to the office.
  • Be able to provide self-reliable high speed internet.
  • High-speed internet access required.
  • Bandwidth must be able to support all responsibilities of this role including taking a high volume of calls.
  • Self-motivated and comfortable working from home, using a computer.
  • Candidates must provide and meet all technical requirements prior to the first day of training × Must be able to commute to the office as needed
  • Must have a flexible schedule
  • Ability to perform work accurately and thoroughly
  • Strong phone handling, analytical and active listening skills
  • Diligent follow up skills

FirstGroup is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. FirstGroup is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, FirstGroup will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance.

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