Customer Service Representative (CSR)
Characteristics of the Class: Under the general supervision of the Operations Manager and does related work as well.
Example of Duties: Answers the telephone, greets visitors, and directs the caller or visitor to the appropriate party, checks Medicaid/Waiver eligibility, updates passenger profiles, geocodes landmarks and residences, scans physicians’ statements, referrals, urgent care statements, vehicle statements, makes and cancels transportation appointments received via telephone and 500 form requests, including adequate directions to the passenger's home and appointment information, data entry of appointments, pick-up and drop-off times, cash fares collected and provides a variety of clerical duties.
Training and Experience: High School Diploma or equivalency (GED). Good computer experience a must and data entry experience a plus.
Special Knowledge Skills, and Abilities: Experience in contemporary office practices, procedures, and equipment. Knowledge of business English, spelling, punctuation, and arithmetic. Knowledge of the functions, organization, procedures, rules, and regulations of the agencies involved. Ability to maintain records and documents to prepare accurate reports. Ability to communicate effectively, orally, and in writing. Ability to establish and maintain effective working relationships with officials, employees, customers and the general public. Good telephone etiquette and good typing speed a must. Ability to timely enter data into the computer. Ability to read maps and determine the most efficient route of transportation. Tact, patience, thoroughness, accuracy, honesty, orderliness, and sound judgement a must. An essential requirement for this position is the ability to sit for long periods of time with high concentration levels while scheduling transportation services. Physical requirements include stretching, bending and stooping to reach files, lifting and carrying up to 30 pounds as the standard rule for copying, filing and storing records in an office environment.
These duties do not necessarily include all essential functions of this job.