Job Details

Customer Advocate III

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

Modivcare is looking for an experienced Customer Advocate III to join our team. This position is responsible for being a primary point of contact when interacting with Transportation Providers in response to inquiries regarding members, services, handling and resolving various levels of complaints, as well as providing superior customer service to all external and internal customers.

This role includes:

• Assists Transportation Providers with transportation questions and concerns
• Schedules, modifies, and cancels reservations as requested
• Obtains and documents details of any complaints being filed
• Receives and documents provider concerns
• Ensures accurate trip data input
• Refers unresolved customer grievances to designated department for further investigation and resolution
• Attends all required meetings
• Supports and ensures all company policies and procedures are maintained Trip corrections, mileage/cost adjustments, cancellations, and inserting retro trips
• Demonstrates the ability to handle the more complex inquiries from Transportation Providers and members.
• Provides mentoring, guidance, and support to more junior team members.
• Coordinates escalation procedures.
• Supports delivery and training strategies.
• Provides support to staff in pursuit of excellent customer service.
• Negotiates cost of trips outside of contractual agreements
• Answers Transportation Provider line
• Participate in other projects or duties as assigned.

We are interested in speaking with individuals with the following

• High School Graduate or General Education Degree (GED) required.
• Two (2) plus years of contact center experience or customer service experience with heavy phone volume and data entry preferred.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication skills, with a friendly customer-focused demeanor.
• Excellent active listening skills to understand customer needs and concerns.
• Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
• Ability to work independently or within a team.
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
• Ability to handle heavy phone volumes, while always maintaining a polite and courteous manner.
• Demonstrates sincere personal commitment to producing high quality work.
• Detail-oriented with good organizational skills to manage customer information accurately.
• Positive and enthusiastic attitude with passion for delivering exceptional customer experiences.
• Promotes a positive working environment.
• Ability to quickly learn new technology and processes.
• Must be able to understand and follow complex instructions.
• Ability to accurately type.

Salary: $18 - $20/hr

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com