Customer Care Specialist

LogistiCare is seeking a Customer Care Specialist that works as an integral part of a team to ensure both internal and external customers are served at the highest possible standard. In addition, this individual will contribute ideas to improve LogistiCare's level of service, to reduce the number of complaints, and to introduce or enhance processes that would enable the Austin Operation to meet and exceed its goals. 

Austin, TX

LogistiCare

<p><strong>At LogistiCare, our mission is to empower passionate people to provide quality access to human and health care services through technology, innovation, and community partnerships while meeting commitments to our stakeholders.</strong></p> <p>Our relationships with clients, members, and the community are the foundation of our business, and we treat every interaction, program, and ride with compassion, respect, and a human touch. It&rsquo;s the reason why more states trust us with their business and members than any other manager.<br /><br />We value our client relationships with a heightened sense of responsibility that makes LogistiCare the long-term vendor of choice. In fact, many clients turn to us after being left in a predicament by a vendor that can&rsquo;t deliver on their word. We work diligently to take on those programs&mdash;often in 30 days&mdash;and to turn problems into results. From the partnerships we forge to the members we serve,&nbsp;<a href="http://www.logisticare.com/values/" target="_blank" rel="noopener noreferrer">our values</a>&nbsp;guide our journey.</p> http://www.logisticare.com/

keywords: environment,benefits,call center hours,vacation policy,vacation time,investigate,communication,reporting,team member,solutions,organization,experience,education,technical,communication,professional

Specialist

Overview: <ul> <li>Work hours Monday &ndash; Friday 8 AM &ndash; 5 PM (great working hours for a call center &ndash; really appealing)</li> <li>Casual environment</li> <li>Lounge area for breaks (leather couches &ndash; comfortable seating area)</li> <li>Monthly luncheons/fun office events</li> <li>Health benefits offered <ul> <li>Medical</li> <li>Vision</li> <li>Dental</li> <li>Disability</li> <li>EAP</li> <li>Legal</li> <li>Voluntary Life Insurance</li> <li>Group Life &amp; AD&amp;D</li> <li>Flexible Spending Account</li> <li>STD &amp; LTD company paid</li> </ul> </li> <li>Paid vacation days</li> <li>Career advancement opportunities</li> </ul> (New-HIRES: 1<sup>st</sup> of the Month after your 60<sup>th</sup> day of Employment)<br />(Re-Hires within 90 days of the termination date and if were previously eligible, can enroll on the benefits immediately)<br />(Re-hires 91 days or more will be treated as new employees)<br /><br />All full time employees become eligible for paid vacation once they complete their 90 day Introductory Period. No vacation time may be taken during the 90-day Introductory Period.<br /><br />Vacation accrues on a monthly basis, and is loaded in eTime on the first day of each month for the prior month of service. Increases to vacation amounts, as defined in appendix A, are credited on the first day of the month following a promotion or following an anniversary date that would result in a new level of vacation.<br /><br />Staff level including leads (non-management) <ul> <li style="list-style-type: none;"> <ul> <li>year of service: 40 hours per year 3.33 per month (5 days)</li> <li>year and up to 5 years of service: 80 hours per year 6.67 per month (10 days)</li> <li>5 years and up to 10 years of service: 120 hours per year 10.0 per month (15 days)</li> <li>10 years of service: 160 hours per year 13.33 per month (20 days)</li> </ul> </li> </ul>
Responsibilities: <ul> <li>Records and initiates investigation of complaints</li> <li>Investigates and follows through with corrective actions</li> <li>Effectively communicates with all levels both verbally and in writing</li> <li>Documents complaints and their resolutions with concise, yet comprehensive verbiage</li> <li>Works closely with Local and Regional Managers/Staff</li> <li>Creates and disseminates reports using LCAD, MS Excel, and/or MS Word</li> <li>Performs other duties as assigned&nbsp;</li> <li>LogistiCare is an Equal Opportunity Employer.</li> </ul>
Requirements: <div class="col-sm-12 cardheader">&nbsp;</div> <div class="col-sm-12 card-container"> <div class="container-fluid"> <ul> <li class="col-sm-6">Education: <ul> <li class="col-sm-6">Qualified candidates must have a High School Degree or GED</li> </ul> </li> <li class="col-sm-6">Experience: <ul> <li class="col-sm-6">Requires 2-5 years customer service experience to include 1+ years lead or supervisory experience and at least 2+ years call center experience</li> <li class="col-sm-6">Proven experience dealing with crisis and&nbsp;ability to create processes that best benefits the entire team</li> </ul> </li> <li class="col-sm-6">Skills: <ul> <li class="col-sm-6">Excellent customer service and interpersonal skills&nbsp;</li> <li class="col-sm-6">Strong written and verbal communications</li> <li class="col-sm-6">Must be organized and have a strong attention to detail</li> <li class="col-sm-6">Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problems</li> <li class="col-sm-6">Ability to multitask and follow complex instructions</li> <li class="col-sm-6">Ability to work independently or with a team a must</li> <li class="col-sm-6">High level of technical competence and/or ability to learn quickly; proficiency in Microsoft Office Word and Excel a plus</li> <li class="col-sm-6">Bilingual a plus</li> </ul> </li> <li class="col-sm-6">Environmental and Working Conditions: <ul> <li class="col-sm-6">Entire work time is conducted in an office setting</li> </ul> </li> <li class="col-sm-6">Physical and Mental Requirements: <ul> <li class="col-sm-6">Excellent customer service and interpersonal skills&nbsp;</li> <li class="col-sm-6">Strong written and verbal communications</li> <li class="col-sm-6">Must be organized and have a strong attention to detail</li> <li class="col-sm-6">Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problem</li> <li class="col-sm-6">Ability to multitask and follow complex instructions</li> <li class="col-sm-6">Ability to work independently or with a team a must</li> <li class="col-sm-6">High level of technical competence and/or ability to learn quickly; proficiency in Microsoft Office Word and Excel a plus<br /><br /><br /></li> </ul> </li> </ul> </div> </div>