Beacon Mobility is hiring: Bi-Lingual Call Center Agent in Chicago

Overview

SCR Medical Transportation LLC is hiring onsite bi-lingual Call Center Representatives to join our team. Pay for this position is $18.50 once training is complete. The role involves providing excellent customer service to inquiring parties and directing inquiries to the appropriate internal resources, with an emphasis on timely, accurate information and meeting performance expectations.

Base pay range

$18.50/hr

Responsibilities

• Provide excellent customer service to inquiries and direct them to the appropriate internal resources.
• Answer reservation calls within three rings.
• Provide trip status updates (ETA calls).
• Meet call center requirements (e.g., PACE contract metrics).
• Maintain 95+ percent of calls answered within 2 minutes and a talk time of 90 seconds or less.
• Assist clients with service registration questions and issues.
• Handle Lost and Found inquiries appropriately.
• Escalate issues to management when needed and communicate operational impediments.
• Participate in retraining sessions and perform other duties as assigned by supervision.
• Demonstrate empathy and commitment to high-quality customer service for individuals under the Americans with Disabilities Act.

Key Performance Indicators

• 95% of calls answered within 30 seconds.
• Daily average talk time of 90 seconds or less.
• Ability to follow department Standard Operating Procedures (e.g., same-day trip requests).
• Attendance and ability to multi-task.
• Receive a minimum of 30-34 calls per hour.

Qualification

• One (1) year of work experience.
• High School Diploma.

Equal Opportunity

Beacon Mobility is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time.