Job Description
HIRING COMPANY: MIDPOINT ASSOCIATES, LLC DBA MIDPOINT TRANSPORT
BRIEF DESCRIPTION
A STRONG AND IMMEDIATE PREFERENCE WILL BE GIVEN TO A CANDIDATE WHO IS NATIVE TO THE CLEVELAND AREA, HAS EXTENSIVE DRIVING EXPERIENCE IN THE AREA AND HAS EXPERIENCE IN A CALL CENTER ENVIRONMENT.
The position of Call Center Agent (CCA) (inbound passenger services & driver support) consists of interacting with passengers, drivers and brokers to provide information in response to inquiries about services, driver trips, analyzing problems, and handling and resolving complaints. Call Center Agents are responsible for assigning and reassigning trips during the day to ensure timely arrival. Each CCA is trained and credentialed as members of the driving team. There are occasions in which the driving team experiences emergency situations whereby a trip just needs to be covered. EVERYONE in the company is, therefore, trained and credentialed as a driver to ensure the emergency trip can be covered in a timely manner.
TASKS
Alert supervisors when there is an absence of information in the knowledge base and regarding driver accident/incident calls.
Assist less experienced representatives, as necessary.
Develop and maintain knowledge of all services and equipment offered by the company.
Establish and maintain effective relationships with passengers and drivers by gaining their trust and respect.
Troubleshoot calls to resolve issues/concerns for dissatisfied passengers.
Keep current with company information, trends and developments in the Non-Emergency Medical Transportation field.
Throughout the day, perform a two-hour look-ahead process to monitor and adjust trips to ensure on-time arrival.
Conduct daily verification calls to confirm next day trips.
Keep records of passenger interactions and transactions.
Obtain details of complaints and trip cancellations.
Offer alternative solutions with the objective of retaining on-time performance.
Utilize a variety of systems and web-based tools to research & resolve passenger issues.
Assist the driving team by providing emergency trip coverage (as necessary and applicable).
Other duties as assigned by the supervisor and/or manager.
QUALIFICATIONS AND REQUIREMENTS
A high school education, or equivalent.
Ability to give full attention to what other people are saying, and to actively look for ways to help people.
Ability to be calm, cool and collected during exceedingly difficult and high-pressure situations.
Ability to persuade others to change their minds or behavior.
Complete driver training and credentialing process.
COMPETENCIES
Attention to Detail — Job requires being careful about details and thorough in completing work tasks.
Dependability — Job requires being reliable, responsible, dependable, and fulfilling obligations.
Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive reactions, even in very difficult situations.
Concern for Others — Job requires being sensitive to needs and feelings of others and being understanding and helpful on the job.
Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
LINES OF COMMUNICATION
Each CCA reports to and is evaluated by the Call Center Supervisor in conjunction with the Call Center Manager.
Each CCA consistently communicates with members of the driving team
WORKING CONDITIONS
Positions are both full time and part-time and the hours vary.
The call center operates 24/7/365.
While most agents work between 6:00 a.m. and 6:00 p.m., some work later into the evening and weekend work may be required.
The call center operates on a virtual call center platform, and ALL calls are recorded.
This work requires long hours of sitting at a computer workstation making and receiving phone calls.
Some positions work from remote-site locations while others report to various call center locations throughout the country.
Company Description
MidPoint Management Group, LLC (MMG) provides management services for MidPoint Transport.