AV TRANSPORTATION SERVICES, LLC. is hiring: Customer Service Agent (Call Center

Overview

AV Transportation Services (AVTS) is hiring a Customer Service Agent (CSA) for our facility in Lancaster. The CSA interacts with customers who have questions or concerns and provides answers, insights, instructions, and assistance. The ideal candidate is a quick learner who can memorize scripts and adapt them when issues arise during a call. As the voice of our company, the CSA must possess excellent communication and interpersonal skills, be enthusiastic about helping customers, and work to enhance their satisfaction. Inbound call center agents play a critical role in ensuring exceptional service and supporting efficient call center operations.

Qualifications

• High School Diploma or equivalent
• Previous experience working in a call center or customer-support role; knowledge of customer service principles and practices
• Bilingual (Spanish preferred)
• Base Pay rate: $17.00-18.00 per hour

Prerequisites

• Strong active-listening and verbal-communication skills
• Communicates in a positive, respectful, and courteous manner
• Ability to guide customers in difficult situations
• Interacts with coworkers and the community to build productive and collaborative relationships to support the achievement of agency and program goals
• Ability to multitask and manage time effectively
• Keeping up with customer and driver requests
• Empathy and patience in dealing with customers\' inquiries or issues
• Typing Skills: at least 40 WPM
• Accurate data entry skills; ability to coordinate the completion of multiple projects and tasks at once
• Proficiency with computers, especially with dispatch software, Google Chrome, Word, Excel, Adobe, and PowerPoint
• Ability to understand and implement multiple contractual funding sources while using dispatch software
• Familiarity with the Antelope Valley Cities and Roads
• Pre-employment Drug and Background Checks

Responsibilities

• Handle a large volume of inbound calls and provide accurate, satisfactory answers to customer queries, concerns, and scheduling their transportation
• Provide the highest level of customer service through our local call center
• Answer incoming calls promptly and professionally, ensuring customers receive the highest level of service
• Explain procedures; answer questions; provide information to inform clients
• Provide accurate and timely information to customers, including product details, service offerings, pricing, and other relevant information
• Meet performance metrics (e.g., call volume, call quality, customer satisfaction, and call center targets)
• Follow all communication procedures, policies, and guidelines during every customer interaction
• Maintain accurate and complete member files
• Ensure privacy and security of protected health information per HIPAA
• Perform other duties or special projects as assigned
• Navigate ambiguous customer situations
• Take reservations and appointments and direct them accordingly
• Demonstrate the ability to prioritize and multitask, operate multiple web-based systems, and perform data entry with high accuracy
• Build positive relationships by delivering exceptional customer service and handling questions, cancellations, and confirmations appropriately
• Maintain professional composure across customers and peer interactions
• De-escalate situations involving dissatisfied customers with patient assistance and support
• Willing and able to work a flexible schedule within a 7-day work week, including holidays. Hours currently are 5:00 a.m. to 9:00 p.m., seven days a week

Job Type: Full-time

Salary: From $17.00-18.00 per hour

Languages Spoken: English, Spanish (Preferred)

Work Location: In Person