Customer Care Rep

Addison Press Inc; Middlebury (VT); On-site; USD 27,000 - 39,000; Full time

Job summary

Tri-Valley Transit is seeking a Customer Service Representative to be the friendly voice connecting riders to essential services. You will answer incoming calls and book rides for Medicaid NEMT and general demand response, respond to inquiries in a compassionate manner, and support the Broker Services team while assisting with volunteer driver coordination.

The ideal candidate has a high school diploma and 2+ years of customer service, strong attention to detail, excellent communication and

Qualifications

• High school diploma or equivalent.
• Two (2)+ years of customer service experience; call-center experience a plus.
• Strong attention to detail and accuracy.
• Excellent verbal communication and active listening skills.
• Ability to remain calm under pressure and manage multiple competing priorities.
• A positive attitude, high level of professionalism, and commitment to confidentiality (including HIPAA requirements).
• Comfort working with a diverse population and as part of a team.
• Proficiency with Microsoft Office Suite, Google products or ability to learn quickly. Familiarity with transit route software a plus.
• Ability to sit for extended periods at a computer while answering frequent phone calls.
• Ability to occasionally lift up to 15 lbs., climb stairs, and stand.

Responsibilities

• Answer incoming calls and book rides in accordance with demand response programs, including Medicaid NEMT and general public demand response
• Respond to inquiries from the general public in a friendly, compassionate manner
• Support Broker Services department staff as needed
• Assist the Broker Services Manager with volunteer driver coordination and scheduling
• Learn and work simultaneously across multiple software programs and screens
• Handle a high volume of calls in a fast-paced, sometimes noisy environment while maintaining focus and accuracy
• Perform other duties as assigned

Skills

Customer service experience

Verbal communication

Active listening

Attention to detail

Calm under pressure

Multitasking

Confidentiality (HIPAA)

Teamwork

Diversity & inclusion

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Google products

Transit route software

Job description

Are You a People Person? Do you want to do meaningful work that supports your community and the environment? Tri-Valley Transit (TVT) has spent 50 years providing critical transportation services to Vermont communities and this year we’re celebrating our 50th Anniversary. With our recent acquisition of Green Mountain Transit’s rural service area, TVT has grown even further, adapting quickly to changing rural transit regulations while continuing to deliver strong, sustainable growth. Our Customer Service Representatives are the friendly voice that connects riders to the services they depend on every day. If you’re passionate about making a difference in people’s lives, this is an exciting and rewarding opportunity to join our team.

What You’ll Do

• Answer incoming calls and book rides in accordance with demand response programs, including Medicaid NEMT and general public demand response
• Respond to inquiries from the general public in a friendly, compassionate manner
• Support Broker Services department staff as needed
• Assist the Broker Services Manager with volunteer driver coordination and scheduling
• Learn and work simultaneously across multiple software programs and screens
• Handle a high volume of calls in a fast-paced, sometimes noisy environment while maintaining focus and accuracy
• Perform other duties as assigned

What You Bring

• High school diploma or equivalent
• Two (2)+ years of customer service experience; call-center experience a plus
• Strong attention to detail and accuracy
• Excellent verbal communication and active listening skills
• Ability to remain calm under pressure and manage multiple competing priorities
• A positive attitude, high level of professionalism, and commitment to confidentiality (including HIPAA requirements)
• Comfort working with a diverse population and as part of a team
• Proficiency with Microsoft Office Suite, Google products or ability to learn quickly. Familiarity with transit route software a plus.
• Ability to sit for extended periods at a computer while answering frequent phone calls
• Ability to occasionally lift up to 15 lbs., climb stairs, and stand

Compensation & Time Off

• Starting wage of $24.10/hour
• 12 paid holidays every year, plus PTO starting at 13 days annually and growing to 25 days with tenure, over 24 days off in your first year alone
• Two paid bereavement days for immediate family, with additional unpaid bereavement leave available when you need it
• Professional development support, 50% reimbursement of tuition and mileage for approved job-related courses

Health & Wellness

• Health insurance through BlueCross BlueShield of VT (Select Gold CDHP), TVT pays 100% of your premium, plus a Health Reimbursement Arrangement (HRA) that covers 75% of your deductible
• 50% employer contribution toward spouse and dependent health coverage
• Dental (Northeast Delta Dental) and vision (VSP Signature) insurance, 50% employer-paid
• Short-term and long-term disability insurance through Mutual of Omaha
• $25,000 in life insurance, plus accidental death & dismemberment coverage
• Employee Assistance Program (EAP) through Invest EAP, confidential counseling, legal & financial consultations, and wellness resources for you and your household

Retirement & Financial

• 401(k) and 403(b) retirement plans, TVT contributes up to 3%, starting upon hire, with additional 2% employer match with a minimum 3% employee contribution
• Public Service Loan Forgiveness (PSLF) qualified employer

Additional Recognition

• Employer Support of the Guard and Reserve (ESGR) recognition
• * (Sign on Bonus paid upon satisfactory completion of 90 days of employment)

Tri-Valley Transit is an Equal Opportunity Employer and an Affimative Action employer. We are committed to fostering a diverse, inclusive, and equitable workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected status. Please view our EEO Policy Statement for more information.

TVT is committed to providing reasonable accommodations for applicants with disabilities. If you require accommodations to participate in the application or interview process, please contact us at [e-mail].