Job Description

About Albion Staffing Solutions:
Albion has been offering Temp; Contract and Direct Hire Staffing Services for 20-years from offices located throughout South Florida.  Offering General Admin/Clerical and Light Industrial staffing services, Albion also specializes in the Logistics, Allied Healthcare and Banking industries.

* Inquire about our Incentive and Employee Referral Bonuses Plan * We are the highest paying Staffing Company in South Florida.

About this opportunity: 

Albion Staffing Solution is looking for 15 Bilingual Customer Service Representatives to work at the Doral, FL area. Customer Service Representatives focus on providing prompt, courteous and professional customer service to the members of our health plan partners. The objective is to schedule transportation to and from medical appointments for members of our health plan partners. You will focus on the interaction with the caller, taking great pride in providing a superior level of service on each call and documenting the details of the conversation.

Duties and responsibilities: 

  • Answers inbound inquiries from health plan members and representatives, regarding the transportation services offered through our health plan partners.
  • Schedules transportation services to and from approved medical locations.
  • Responds quickly and professionally to all customer calls, to meet or exceed established service level agreements (SLAs), key performance indicators (KPIs), and operational service level metrics.
  • Builds effective and positive relationships and trust with existing members by listening to and meeting transportation needs.
  • Confirms member appointments by making proactive, outbound confirmation calls.
  • Follows all HIPAA and compliance protocols to ensure the protection all members information.
  • Attentively listens to callers to identify efficient solution to their requests.
  • Escalates transportation and customer service concerns to contact center management and Alivi Leadership team as needed.
  • Performs other related duties as assigned by management including special projects.
  • Participates in Alivi’s New Hire Training program, in which participants are expected to study and pass course requirements including online testing and practice scenarios.
  • Complete all assigned training/attestations within specified timelines.

Requirements and qualifications:

  • High School degree or equivalent. • 2 years experience, preferably in a contact center environment. • Ability to type and use a computer and type while listening to information.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft products and able to use internet search engines.
  • Must be able to adapt to high volume, fast paced environment.
  • Must be able to work flexible shifts, including evenings, weekends and holidays.
  • Reliable individual able to multi-task.
  • Excellent attendance.
  • Professional appearance and demeanor.
  • Fully bilingual: English/Spanish; Creole desirable. • After 90 days you must be able to average the below CSR requirements: o Average Handle Time – 4:00 minutes to 4:30 minutes o Quality Assurance – 95% o Calls Per Hour – 9 to 10 o Average Daily Calls – 80 o Attendance & Punctuality – 3 to 4 Quarters

For remote/work-from-home CSRs, the following requirements also apply:

  • Home office desk space for small CPU, Keyboard, mouse and Dual Monitors – 23” screen LCD with DisplayPort/HDMI 
  • Secure, quiet, distraction-free work environment, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family member)

Competences:

  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Workplace Location:
Applicants will work in the Doral, FL area.

Candidate Advice:

  •     Strict Covid-19 Protocols applicable.
  •     Albion uses E-Verify to verify employment eligibility.
  •     Pre-Employment and random Drug and Background testing applicable.
  •     Only Local Candidates will be considered; no relocation provided.
  •     Reliable Transportation to/from the workplace is necessary.