Call Center Agent

SCR Medical Transportation LLC

Shift Details:
Onsite shifts at $17.00/hour, $17.50 after training.
PM shifts only with start times at 10:00 am, 11:00 am, 12:00 pm, or 1:00 pm. Must be able to work both Saturday and Sunday; additional days may be added for a full‑time shift.

Job Overview:
The Customer Service Representative will provide excellent customer service to inquiring parties, directing inquiries to the appropriate internal resources as they are received. Responsibilities include meeting assigned quotas and metrics while delivering accurate and timely information to customers, clients, and others.

• Answer reservation calls within three rings.
• Provide trip status updates via ETA calls.
• Ensure all call center requirements outlined in the PACE contract are met or exceeded, including 95% of calls answered within 2 minutes and talk‑time of 90 seconds or less.
• Provide support to clients by addressing questions, issues, and concerns related to registration for the service.
• Properly handle Lost and Found calls.
• Communicate to management personnel any issues that impede the efficient operation of the call center.
• Actively participate in retraining sessions.
• Perform other duties as assigned by the supervisor or manager.
• Maintain an attitude of empathy and a desire to provide high‑quality customer service to individuals certified under the Americans with Disabilities Act.

• 95% of all calls answered within 30 seconds.
• Daily average talk time of 90 seconds or less.
• Ability to follow the department Standard Operating Procedures (i.e., same‑day trip request).
• Consistent attendance.
• Demonstrated ability to multi‑task.
• Handle a minimum of 30–34 calls per hour.

• Provide excellent customer service to all inquiring parties.
• Answer all incoming calls and emails with a polite and professional attitude.
• Record all inquiries still outstanding after initial communication concludes.
• Follow up on outstanding inquiries as soon as applicable.
• Route communication to the appropriate parties if resolutions are not possible.
• Meet quotas and provide reports as necessary.
• Perform other duties as assigned.

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

BEACON MOBILITY is an equal‑opportunity employer committed to diversity and inclusion. The company prohibits 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 the 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.