Dispatcher II - Onsite - Philadelphia, PA

ModivCare Solutions, LLC; Philadelphia (Philadelphia County); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with a

Paid Time Off

Paid Parental Leave

Short-Term and Long-Term Disability

Tuition Reimbursement

Employee Discounts

Job summary

Modivcare is seeking a Dispatcher II / Customer Advocate II to join our team in the United States. You will interact with Transportation Providers to answer inquiries about members and services, assist with reservations, and deliver outstanding customer service over the phone and by email.

In this role you will schedule, modify, and cancel trips, document complaints, input accurate trip data, and support escalation procedures while maintaining calm, professional communication and a strong

Qualifications

• High School Diploma or GED required.
• 1+ years of contact center or customer service with heavy phone volume.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication with a friendly demeanor.
• Basic computer proficiency (Word, Excel, Outlook).
• Ability to work independently or as part of a team.

Responsibilities

• Assist Transportation Providers with questions and concerns.
• Schedule, modify, and cancel reservations as requested.
• Document details of complaints filed.
• Log Transportation Provider concerns promptly.
• Ensure accurate trip data input.
• Support escalation procedures when needed.
• Attend required meetings.
• Promote excellent customer service across teams.
• Handle heavy phone volume professionally.

Skills

Phone support

Data entry

Microsoft Office

Customer service

Communication skills

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! Modivcare is looking for an experienced Dispatcher II / Customer Advocate II to join our team. This position is responsible for interacting with Transportation Providers to provide information in response to inquiries regarding members and services, handling and resolving complaints, and delivering superior customer service to both external and internal customers.

Responsibilities

• This role Assists Transportation Providers with transportation-related questions and concerns.
• Schedules, modifies, and cancels reservations as requested.
• Obtains and documents details of complaints being filed.
• Receives and documents Transportation Provider concerns.
• Ensures accurate trip data input.
• Refers unresolved customer grievances to the designated department for further investigation and resolution.
• Attends all required meetings.
• Supports adherence to company policies and procedures, including trip corrections, mileage and cost adjustments, cancellations, and entry of retroactive trips.
• Provides support to staff in the pursuit of excellent customer service.
• Assists with coordinating escalation procedures.
• Negotiates trip costs outside of contractual agreements.
• Answers the Transportation Provider phone line.
• Participates in other projects or performs other duties as assigned.

Qualifications

• High School Diploma or General Education Degree (GED) required.
• One (1) plus years of contact center or customer service experience involving heavy phone volume and data entry preferred.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication skills with a friendly, customer-focused demeanor.
• Excellent active listening skills to understand customer needs and concerns.
• Basic computer proficiency, including familiarity with Microsoft Word, Excel, and Outlook.
• Ability to work independently or as part of a team.
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
• Ability to manage heavy phone volumes while maintaining a polite and courteous manner.
• Demonstrated personal commitment to producing high-quality work.
• Strong attention to detail and organizational skills to accurately manage customer information.
• Positive and enthusiastic attitude with a passion for delivering exceptional customer experiences.
• Ability to promote a positive working environment.
• Ability to quickly learn new technologies and processes.
• Ability to understand and follow complex instructions.
• Ability to type accurately.

Salary

Salary: $19 - $20/hr

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; lifting up to 10 lbs.

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
• Modivcare is an Equal Opportunity Employer.

Equal Opportunity Employer Statement

Modivcare is an Equal Opportunity Employer. EEO is The Law - Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law.

Company Commitment

Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation and personal and home care to enable greater access to care, reduce costs and improve outcomes. Modivcare will never ask any potential applicant for employment for any Personal Identifiable Information via social media. Additionally, Modivcare will never ask any applicant for money. Please be cautious of any individual posing as a recruiter for Modivcare requesting personal identifiable information. If you suspect someone is attempting to collect your personal information or solicits money from you via any social media platform, we encourage you to report such scammers to that platform. Modivcare appreciates your interest in joining Modivcare. Our goal isn’t a number. It’s a difference.