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 Position:

Our client is currently seeking to hire Customer Service Representatives for their team.  Customer Service Representatives (CSR) focus on providing prompt, courteous and professional customer service to the members of our health plan partners. A CSRs’ objective is to schedule transportation to and from medical appointments for members of our health plan partners. CSRs 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 & 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 Leadership team as needed.
  • Performs other related duties as assigned by management including special projects.
  • Participates in 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 & 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. 

COMPETENCIES
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.

Workplace Location:
Applicants will work in the customer's facilities in Lakeworth, FL

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.