Customer Service Rep.

POSITION SUMMARY:

REMOTE ROLE: candidate will initially train onsite in the Middletown office for 2 months. Position will be REMOTE after training is completed.

The Customer Service role with be responsible for as the transportation scheduler and providing support for School of Origin Transportation Program. This role will schedule and dispatch drivers to meet all required transports; via the integrated Route Genie App. Receive incoming urgent and non-urgent calls simultaneously operating the telephone and computer systems. This is a position requiring exceptional customer service and attention to detail.

Applicant must have the ability to adjust to last minute changes and work with providers to schedule emergency pick-up or drop off of new or established students. Additionally, this position requires the applicant to cultivate strong relationships with provider partners to reduce the stress that comes with last minute schedule changes.

This position will represent ABH® and its services in a positive and professional manner and adhere to ABH®’s best practices, guidelines, policies and procedures as established, promoting ABH® as a leader in behavioral healthcare in all interactions and work.

DUTIES AND RESPONSIBILITIES:

Receives last minute schedule changes from DCF, Provider or Parent and makes the necessary applicable routing changes in the Route Genie tracking software; Working with Transportation Manager to address service issues; Maintain logs of the calls received and transportation cancellations or no-shows and will enter data into spreadsheets and databases as needed; Processes the routing and dispatching activities and assigns drivers to routes; may contact drivers to alert them of time sensitive schedule changes.

Answers questions and concerns regarding transportation issues; Ability to learn and master scheduling software system (Route Genie)

Data entry of new student’s paperwork for transport; Log reports on all activities occurring during the shift; Work schedule is 7:30 am – 3:30 pm; Flexibility to work other hours as needed; Attends annual Conflict of Interest training; Process same day and ongoing change requests as well as student build outs; Maintain student schedules while utilizing school calendars and student referrals; Other duties, as assigned.

Requirements

• EDUCATION AND EXPERIENCE REQUIREMENTS: High school diploma or general education degree (GED) required; 2+ years of experience in customer service data entry and tracking software systems a must;
• KNOWLEDGE/SKILLS/ABILITIES: Must have exceptional communication skills and a great customer service attitude at all times; Strong data entry and computer skills including MS Office (excel, word, outlook) and dispatch software; Knowledge of grammar and punctuation; Learning and mastering our transportation scheduling software system; Must be able to work in a fast-paced environment, quickly respond to changes in schedules and be able to meet critical deadlines each day with confidence and a positive attitude
• Accuracy and attention to detail; Ability to work in high pressure situations; Exceptional time management and organizational skills; Demonstrated ability to work with a minimum of supervision
• Strong attention to detail; ability to work on multiple tasks and meet deadlines; Strong written and verbal communication skills required; Other duties may be assigned