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Transportation Customer Service Rep.

at logisticare

Posted: 10/24/2017
Job Reference #: 5000270051606
Keywords: call center, phone

Job Description

Job Title

Transportation Customer Service Rep.

Requisition Number


Job Description


The Transportation Customer Service Representative (TCSR) interacts with providers to provide information in response to inquiries about members and services and to handle and resolve complaints. He/She also ensures the efficient and accurate entering of all customer service/provider requests into LogistiCare's data management system (LCAD) by performing all gate keeping functions related to trip authorization, as well as documenting and resolving complaints and issues while providing superior customer service to providers.


Assist customers with transportation questions and concerns

Schedule, modify and cancel reservations as requested

Obtain and document details of any complaints being filed

Receive and document provider concerns

Ensure accurate trip data input

Maintain a polite and courteous manner at all times

Maintain an acceptable attendance and tardiness record

Demonstrate sincere personal commitment to producing high quality work

Ensure that all relevant customer information is documented

Refer unresolved customer grievances to designated department for further investigation and resolution

Attend all required meetings

Promote a positive working environment

Adhere to and ensures all company policies and procedures are maintained

Trip corrections, mileage adjustments, cancellations, and inserting retro trips


Competency Statement(s)

Accurate - Ability to perform work accurately and thoroughly

Communication, Oral - Ability to communicate effectively with others using the spoken word

Communication, Written - Ability to communicate in writing clearly and concisely

Customer Oriented - Ability to take care of the customers' needs while following company procedures

Interpersonal - Ability to get along well with a variety of personalities and individuals

Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous


Reliability - The trait of being dependable and trustworthy


High School Graduate or General Education Degree (GED)


Six months to one year prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry strongly preferred


Excellent customer service and phone skills and must be able to work independently or with a team

Ability to quickly learn new technology

Must be able to understand and follow complex instructions

Ability to accurately type 35wpm


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms. Specific vision abilities required by this job include close vision.


The work environment characteristics described here are representative of those an employee encounters while

performing the essential functions of this job. Reasonable accommodations may be made to enable individuals

with disabilities to perform the essential functions.


Entire work time is conducted in an office environment in a controlled atmosphere building.


The noise level in the work environment is usually moderate.


Work Location(s)

7441 Lincoln Way Suite 200, Garden Grove, California 92841

Full-Time/Part Time