Job Description
AV Transportation Services (AVTS) is currently hiring a Customer Service Agent (CSA) for our facility in Lancaster.
At AVTS, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns.
The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call.
This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for customers.
As the voice of our company, the CSA must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.
Inbound call center agents play a critical role in ensuring that customers receive exceptional service and support.
In addition, they make sure that the call center operates efficiently and effectively.
Qualifications:
High School Diploma or equivalent
Previous experience working in a call center or customer-support role; knowledge of customer service principles and practices
Bilingual (Spanish preferred)
Base Pay rate: $15.
50 an hour
Prerequisites:
Strong active-listening and verbal-communication skills
Communicates in a positive, respectful, and courteous manner
Ability to guide customers in difficult situations
Interacts with coworkers and the community to build productive and collaborative relationships to support the achievement of agency and program goals
Ability to multitask and manage time effectively
Keeping up with customer and driver requests
Empathy and patience in dealing with customers' inquiries or issues
Typing Skills: At least 40 WMP (Words Per Minute)
Accurate data entry skills, ability to coordinate the completion of multiple projects and tasks at once
Proficiency with computers, especially with dispatch software, Google Chrome, Word, Excel, Adobe, and PowerPoint
Ability to understand and implement multiple contractual funding sources
Familiarity of the Antelope Valley Cities and Roads
Pre-employment Drug and Background Checks
Responsibilities:
Handle a large volume of inbound calls and provide accurate, satisfactory answers to their queries, concerns, and scheduling members for transportation
Providing the highest level of customer service through our local call center
Answering incoming calls: responsible for answering incoming calls promptly and professionally, ensuring that customers receive the highest level of service
Informs clients by explaining procedures; answering questions; providing information
Providing information: Another core area of responsibility for call center agents is providing accurate and timely information to customers.
This includes key product details, service offerings, pricing, and other relevant information
Meeting performance metrics: These agents are also responsible for meeting specific performance metrics, such as call volume, call quality, customer satisfaction, and call center targets
Follow all communication procedures, policies, and guidelines during every customer interaction
Maintaining accurate and complete member files
Ensuring the privacy and security of protected health information per HIPAA
Performing other duties or special projects as assigned
Navigating ambiguous customer situations
Taking reservations and appointments and directing them accordingly
Demonstrate the ability to prioritize and multitask, operate multiple web based systems simultaneously, access and comprehend information to determine eligibility, and perform data entry with a high level of accuracy
Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
Maintaining professional composure across customers and peer interactions
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Willing and able to work a flexible schedule within a 7-day work week, including holidays.
Hours of operation currently are 7 days a week from 5:00 a.
m.
to 9:00 p.
m.
Job Type: Full-time
Salary: From $15.
50 per hour
Languages Spoken: English, Spanish (Preferred)
Work Location: In Person
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