Dispatcher - Onsite - Dover, DE

ModivCare Solutions; Dover (DE); On-site; USD 24,000 - 26,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Parental leave

Disability insurance

Tuition reimbursement

Employee discounts

Job summary

ModivCare Solutions is seeking a Customer Advocate/Dispatcher to interact with transportation providers, respond to inquiries related to member services, resolve complaints, and deliver exceptional customer service to internal and external stakeholders.

The role includes scheduling and modifying reservations, documenting incidents, and ensuring accurate trip data input within a collaborative team environment. Strong communication and typing skills are essential.

Qualifications

• Requires high school diploma or GED.
• Zero or more years of experience, or equivalent combination of education and experience.
• Strong verbal and written communication, friendly customer-focused demeanor.
• Active listening and ability to understand customer needs.
• Basic computer skills; familiarity with Word, Excel and Outlook.
• Ability to work both independently and in a team.

Responsibilities

• Answer calls on the Transportation Provider line.
• Assist providers with questions about transportation services.
• Schedule, modify, and cancel reservations as needed.
• Document and obtain details of complaints or incidents.
• Record provider concerns accurately and efficiently.
• Ensure complete and accurate trip data input.
• Escalate unresolved grievances to the appropriate department.

Skills

Communication skills

Active listening

Teamwork

Attention to detail

Typing accuracy

Customer service

Calm under pressure

Problem solving

Education

High School Diploma or GED

Equivalent education/experience

Tools

Microsoft Word

Microsoft Excel

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 Customer Advocate/ Dispatcher to join our team. In this role, you will be responsible for interacting with transportation providers to respond to inquiries regarding member services, resolving complaints, and delivering superior customer service to both internal and external stakeholders.

This role

• Assists transportation providers with questions and concerns related to transportation services.
• Schedules, modifies, and cancels reservations as needed.
• Documents and obtains details of complaints or incidents filed by providers.
• Receives and records provider concerns accurately and efficiently.
• Ensures complete and accurate trip data input.
• Refers unresolved transportation provider or member grievances to the appropriate department for resolution.
• Supports documentation of trip corrections, mileage or cost adjustments, cancellations, and retroactive trip entries in line with company policies.
• Answers incoming calls on the Transportation Provider call line.
• Participates in required meetings and contributes to other projects or duties as assigned.

We are interested in speaking with individuals with the following

• High School Diploma or General Education Degree (GED) required.
• Zero (0) plus years of experience.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication skills, with a friendly and customer-focused demeanor.
• Excellent active listening skills and the ability to understand customer needs and concerns.
• Basic computer proficiency and familiarity with Microsoft Word, Excel, and Outlook.
• Ability to work both independently and collaboratively within a team.
• Capable of remaining calm and composed under pressure while resolving issues.
• Comfortable managing high call volumes while maintaining courtesy and professionalism.
• Strong attention to detail and organizational skills for managing customer information accurately.
• Enthusiastic and positive attitude with a passion for delivering exceptional service.
• Willingness and ability to learn new technology and processes quickly.
• Ability to understand and follow complex instructions and accurately type.

Salary: $17.50 - $19/hr

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.

Modivcare offers a comprehensive benefits package to include the following:

• 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.

EEO is The Law - click here for more information

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. If you need assistance, please reach out to us at [e-mail]