Customer Service Representative

Job Title

Customer Service Representative

Position Summary

Cascade East Transit is looking for an experienced Customer Service Representative to join our Customer Service Call Center team. $19.85/Hourly starting wage. The ideal candidate will be skilled in professionally fielding customer service-related calls, multi-tasking across multiple platforms and have a passion for serving our local community. This position will be based at our Redmond Cascade East Transit Operations center. This is a great opportunity for someone who wants to work with a small, dedicated team and in an environment with steady, reasonable and consistent work hours. Come join the CET team and work for a growing organization connecting our Central Oregon community!

Functions, Duties and Responsibilities

This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

• Receive calls, identify and obtain information necessary to determine transportation needs;
• Provide appropriate information on transportation options and set up rides as appropriate;
• Process ride requests and information from clients, and/or client representatives via telephone, email or fax;
• Determine appropriate ride type, pertinent information needed; correct billing for the ride; and other necessary information for each call received to be properly processed;
• Enter all required information into the CET computer system for the local Dial-A-Ride clients, reviewing client eligibility and confirming client information and setting up rides for clients;
• Assists in quality assurance monitoring and correction;
• Review future rides for error reduction;
• Receives comments, complaints, and other information related to the services provided by and coordinated through CET;
• As appropriate, record information in Customer Comment Forms (CCF's). Notifies appropriate COIC staff member when an incident requires immediate or particular attention and assist in responding to the incident as directed by the CET QA CSR Lead;
• Assists in reviewing ride records to ensure all ride assignments and other program activities are justified at the level required for a program audit;
• Handles real-time troubleshooting issues regarding rides scheduled through CET. Potential troubleshooting issues include, but are not limited to, missed pickups, late pickups, lost drivers, missing clients, client complaints, provider complaints, and other situations that could affect the delivery of safe and reliable transportation to CET clients;
• Help train new staff members on the process and procedures for responding to ride requests, scheduling rides, using current CET software, and all other duties related to the position;
• Work with clients to help them know how to utilize CET to access appropriate transportation based on their need and eligibility, and to understand their rights and responsibilities within the various programs;
• Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc) to help them understand the mission and role of CET in coordinating transportation for Medicaid clients and local bus riders;
• Perform other duties as assigned.

Knowledge, Skills and Qualifications

Qualifications:

• Proficiency with Microsoft Word and Excel;
• Must have the ability to work as part of a team;
• Ability to deal with a wide range of personalities, temperaments, and ability levels while maintaining a courteous and professional demeanor at all times;
• Ability to complete multiple tasks, occasionally under highly stressful and/or time-sensitive conditions;
• This position requires regular attendance with minimal unplanned leave;
• Must pass a criminal background and driving background check;
• Valid driver's license and access to private vehicle or equivalent means of transportation;
• Must maintain client and agency confidentiality;
• Ability to manage time effectively and efficiently;
• Must have the ability to communicate and interact positively;
• Effective use of oral and written communication skill;
• Ability to speak and write in Spanish will be given special consideration;
• HIPAA Certification (provided by COIC).

Education, Experience, Certifications and Licenses Required

Education Requirements: High school diploma or equivalent plus three (3) year's work experience in a related field, or the equivalent combination of education and experience in a related field may be substituted. Previous call center and/or customer service experience is highly considered. Physical Requirements: Mobility to work in a typical office setting; some walking, standing, stooping, occasional lifting up to 20 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation. May be required to drive a motor vehicle to travel to various work sites. Working Conditions: Usually well protected and free from hazards or obstacles. Little personal risk or hazard, working conditions are comfortable with only occasional confinement, temperature change, noise, or interactions of a disagreeable nature. Exposure to Confidential Information: HIPAA COIC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Benefits

Excellent benefit package when eligible. COIC offers eligible employees a comprehensive health care package that covers medical, prescription, dental, and vision coverage for employees and their eligible dependents at a minimal cost per month. Coverage becomes effective the first working day of the month if hired on the first working day of the month, otherwise, coverage becomes effective the first day of the following month. COIC is self-insured with Deschutes County, therefore benefited COIC employees have access to the Deschutes Onsite Clinic. The DOC provides a wide range of health, wellness, and primary care services to employees and their dependents. The DOC offers convenient hours and no out-of-pocket costs to patients. The DOC Pharmacy is a full-service pharmacy available to employees and dependents to have their prescriptions filled at a discounted co-pay. In addition to the health care package, COIC provides a generous and comprehensive benefits program to eligible employees. Employer-paid benefit offerings include: Life Insurance for employee and dependents, Accidental Death and Dismemberment Insurance, Long-term Disability Insurance, Employee Assistance Program, Retirement Program through Oregon PERS, Vacation leave - 8 hours per month for full-time employees, Sick leave - 8 hours per month for full-time employees, Holidays - 9 paid holidays, CET transit pass. Employee paid voluntary benefit offerings include: 125 Flexible Spending Program, 457 Deferred Compensation Program, Supplemental group policy offerings through AFLAC, Voluntary Life and Accident Insurance through New York Life insurance, LegalShield membership.