August 31, 2018
September 07, 2018
PRIMARY FUNCTION: Answer all incoming calls timely, professionally and courteously; provide basic client screening;
schedule simple phone and faxed transportation requests; after initial screening transfer higher level calls to appropriate
customer service agents; complete off-phone tasks in support of the Transportation Call Center.
Be at work on a regular, timely and consistent basis to perform the essential functions of the position.
Meet or exceed established call taker statistics.
Answer all phone calls in a timely, professional and courteous manner; respond to transportation requests by telephone and fax; share information regarding transportation resources available in the community.
Utilize computerized database to verify client eligibility and schedule basic transportation requests.
Screen applicants for most appropriate type of transportation services that meet their mobility status and personal capabilities; schedule transportation services with lowest-cost, most appropriate available transportation provider.
After completion of client eligibility, route higher level calls to appropriate customer service agents; address routine matters and refer questions which are beyond the scope, knowledge or authority of the position to the appropriate person.
Follow applicable program and agency policies, procedures and protocols.
Cross-train with call center staff to screen, schedule and input basic after-hours and facility faxed trip requests into the transportation database.
Cross-train with call center staff to screen, schTedule and input basic hospital discharge requests into the transportation database as needed.
Complete off-phone tasks in support of the Transportation Call Center.
Perform other duties as required including back-up screening and billing functions.
RESPONSIBLE TO: Transportation Services Manager
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to effectively communicate with the public, both orally and using written materials.
Ability to establish and maintain effective working relationships with staff, clients and community partners.
Ability to gather information through an interview process.
Ability to provide professional and courteous service to callers.
Ability to regularly achieve all call center goals and expectations.
Ability to hear and speak clearly on the telephone; ability to sit up to 8 hours a day using a computer and telephone.
Ability to follow program and agency policies and procedures.
Excellent attention to details and problem solving skills.
Ability to work as a team in fast-paced environment.
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS:
Some college level course work or one year of relevant experience in a call center or social service environment or any combination of education and experience that provides the required knowledge, skills and abilities.
Previous experience in a call center.
Knowledge of community resources for the elderly, low income, and disabled clients.
Bilingual skills are highly desirable but not required.
The Human Services Council provides an excellent benefits package including paid time off, medical, dental and life insurance, and retirement contribution.
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