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

<strong><a href="http://www.logisticare.com/" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours - Mon. &ndash; Fri. (8 AM &ndash; 5 PM)<br /><br /><strong>View Featured Positions Below OR Check Out <a href="https://recruiting.adp.com/srccar/public/RTI.home?c=2153313&amp;d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with Logistcare</a></strong> 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>