Experienced Remote Customer Service Representative for Non-Emergency Medical Transportation Program

Join FalconTek, a Leader in GovCon Solutions and Services, as a Remote Customer Service Representative

FalconTek is a renowned GovCon Solutions and Services provider that has been supporting Federal Agencies, State Governments, and Commercial Companies since 2008. With a proven track record of delivering mission-critical programs globally, we are now expanding our team to support a Non-Emergency Medical Transportation Program. We are seeking highly skilled and dedicated Remote Customer Service Representatives to join our team and be the face of FalconTek.

About the Role

As a Remote Customer Service Representative, you will be the primary point of contact for our diverse customer population, providing top-notch service and support. You will be responsible for handling a variety of tasks, including incoming phone calls, data entry, and administrative support, all from the comfort of your own home. If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services using transportation management systems.
• Provide exceptional customer service experience to a diverse customer population, ensuring timely and professional responses to all inquiries.
• Enter Customer Contact information into our software system, ensuring accuracy and attention to detail.
• Schedule trips in a cost-effective manner, meeting contract service levels and job-specific key performance indicators.
• Respond to and document customer complaints, resolving issues promptly and professionally.
• Maintain daily customer scheduling for Eligibility staff and ensure seamless coordination.
• Collect, track, and maintain all monies collected for replacement IDs, adhering to financial regulations.
• Maintain confidentiality and comply with HIPAA regulations, upholding the highest standards of data security.
• Communicate professionally with Leadership, both internally and externally, providing regular updates and insights.
• Maintain program spreadsheets, ensuring accuracy and organization.
• Demonstrate regular attendance and punctuality for assigned shifts, adhering to our attendance policy.

Essential Qualifications

To be considered for this role, you must meet the following essential qualifications:

• High School Diploma or GED, demonstrating a foundational level of education.
• A typing speed of 30 WPM or greater, showcasing your ability to work efficiently in a fast-paced environment.
• One year of customer service experience, highlighting your ability to handle customer inquiries and resolve issues.
• Authorization to work in the United States, ensuring compliance with relevant employment laws.

Preferred Qualifications

While not mandatory, the following qualifications are highly preferred:

• Six months of experience working in a customer service contact center, demonstrating your familiarity with call center operations and customer service best practices.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to interact with a diverse customer population.
• Strong problem-solving and analytical skills, with the ability to resolve customer complaints and issues.
• Proficiency in using transportation management systems and software applications.
• Attention to detail and accuracy, with the ability to maintain accurate records and data.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.

Career Growth Opportunities and Learning Benefits

At FalconTek, we are committed to the growth and development of our employees. As a Remote Customer Service Representative, you will have opportunities to:

• Develop your customer service skills, with ongoing training and coaching.
• Enhance your knowledge of transportation management systems and software applications.
• Build your analytical and problem-solving skills, with exposure to complex customer issues.
• Advance your career within the company, with opportunities for professional growth and development.

Work Environment and Company Culture

As a remote employee, you will work from the comfort of your own home, with the flexibility to manage your work schedule. Our company culture is built on the principles of:

• Customer focus, with a commitment to delivering exceptional service.
• Teamwork and collaboration, with a supportive and inclusive work environment.
• Innovation and continuous improvement, with a focus on staying ahead of industry trends.
• Professional growth and development, with opportunities for training and advancement.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A hourly rate of $16.02, with opportunities for growth and development.
• Dental, health, and vision insurance, providing comprehensive coverage for you and your family.
• A flexible work environment, with the ability to work from home and manage your work schedule.
• Ongoing training and coaching, to support your professional growth and development.

Conclusion

If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity as a Remote Customer Service Representative at FalconTek. Join our team and be part of a dynamic and growing organization, with opportunities for professional growth and development. Apply now and take the first step towards a rewarding and challenging career!