Retention and Recovery Specialist

Valued Relationships, Inc.; Denver (CO); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance (basic)

Voluntary Life Insurance

FSAs

401(k) with Match

Paid Time Off

Parental Leave

Disability Insurance

Tuition Reimbursement

Employee Discounts

Job summary

Modivcare is seeking a customer service professional to handle inquiries and equipment return coordination. You will interact with clients by phone, email, and mail, resolve issues, and document interactions with high attention to privacy and accuracy.

The role requires strong communication, multitasking, and a proactive mindset. A HS diploma is required, with options for flexible hours and overtime as needed; a competitive hourly wage is offered.

Qualifications

• Requires strong verbal and written communication skills.
• Experience handling high-volume inquiries is preferred.
• Ability to manage multiple tasks with attention to detail.

Responsibilities

• Interact with clients and client representatives via phone, email, or mail to secure return of rental equipment.
• Receive, investigate, and respond to customer inquiries regarding shipments, products, and complaints.
• Engage with internal and external customers in a professional and courteous manner.
• Manage incoming calls by responding to requests and assisting inquiries.
• Clarify issues, research answers, and propose solutions; escalate when needed.
• Answer questions using scripted or non-scripted responses.
• Record call details and maintain secure information.
• Refer complaints to appropriate parties and update protocols as needed.
• Place outbound calls to discuss equipment returns with clients.
• Identify trends in calls and communications and alert management.
• Maintain detailed files and update customer records as warranted.
• Encourage clients to convert to private pay when appropriate and discuss cancellations.
• Identify root causes and suggest process improvements to prevent future problems.
• Support productivity and quality goals; participate in other projects as assigned.

Skills

Excellent communication

Multitasking

Self-motivation

Team collaboration

Independent work

Education

High School Diploma or GED

Tools

Word

Excel

Outlook

PowerPoint

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!This position is responsible for interacting with clients and client representatives via phone, email and or mail to secure the return of company rental equipment. This includes receiving, investigating and responding to all customer inquiries regarding shipments, products and complaints.This role…Interacts with external and internal customers in a professional, helpful and courteous manner.Manages incoming phone calls by responding to requests and assisting with inquiries.Resolves problems by clarifying issues; researching and exploring answers and alternative solutions.Implements solutions to issues and /or escalates unresolved issues.Answers client questions using scripted and non-scripted responses.Records details of calls and messages.Maintains access to, and security of, highly sensitive materials.Refers client complaints to appropriate parties.Maintains protocol information supplied from reference materials, memos, and training sessions.Places outbound calls to clients and client representatives to discuss returning company equipment.Recognizes, documents, and alerts manager of trends in calls and communications received.Maintains detailed files for documentation.Updates customer files, as warranted.Attempts to convert clients who lose coverage through government agencies/third parties to private pay clients and persuades clients to reconsider cancellation.Identifies root causes and recommends process improvements in order to prevent future problems.Maintains project productivity and quality goals.Participate in other projects or duties as assigned.We are interested in speaking to individuals with the following…High School Diploma or GED required.Zero (0) plus years of experience.Or equivalent combination of education and/or experience.Self-motivation and the ability to work independently and with teams.Proficient in the use of Word, Excel, Outlook, and PowerPoint.Excellent oral and written communication skills.Proficient in managing multiple tasks as the same time.Ability to work flexible hours and overtime when needed.Hourly Rate: $17.00 an Hour!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’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.We value our team members and realize the importance of benefits for you and your family.Modivcare offers a comprehensive benefits package to include the following:Medical, Dental, and Vision insuranceEmployer Paid Basic Life Insurance and AD&DVoluntary Life Insurance (Employee/Spouse/Child)Health Care and Dependent Care Flexible Spending AccountsPre-Tax and Post -Tax Commuter and Parking Benefits401(k) Retirement Savings Plan with Company MatchPaid Time OffPaid Parental LeaveShort-Term and Long-Term DisabilityTuition ReimbursementEmployee Discounts (retail, hotel, food, restaurants, car rental and much more!)Modivcare is an Equal Opportunity Employer.EEO is The Law - click here for more informationEqual Opportunity Employer Minorities/Women/Protected Veterans/DisabledWe 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]