Contact Center Lead - Edison, NJ Only

Modivcare is looking for an experienced Contact Center Lead to join our team. This role is responsible for being the first point of contact for questions about our products and services through structured protocol and scripts to document conversations to ensure consistency of scheduling, modifying, and canceling customer reservations, while also working diligently to resolve member concerns in an accurate and timely manner.

This role...

• Provides guidance to a team of customer service reps.

• Monitors and assess team interactions to ensure they are adhering to company policies and meeting established service quality standards.

• Provides constructive feedback to team members for continuous improvement.

• May conduct training sessions for new and existing team members.

• Handles escalated inbound member questions and concerns through various channels, calls, phone, emails, etc.

• Accurately and timely schedules, modifies, and cancels reservations as requested.

• Obtains and clearly documents details of any complaints being filed.

• Ensures that all relevant customer information is documented, including accurate trip data.

• Delivers excellent customer service, displaying empathy, politeness, and courteous manner at all times.

• Maintains a comprehensive understanding of company policies and procedures and ensures they are adhered to.

• Escalates unresolved customer grievances to the designated department for further investigation and resolution.

• Collaborate with management to identify areas of opportunities to ensure smooth operations and best practices.

• May prepare regular reports for management teams.

• May lead projects and perform other duties as assigned

We are interested in speaking with individuals with the following…

• High School Diploma required.

• Four (4) plus years of experience of contact center or customer service with heavy phone volume and/or data entry.

• Or equivalent combination of education and/or experience.

• Exceptional customer service and people skills; ability to listen and understand customer needs and concerns.

• Excellent verbal and written communication skills.

• Ability to work independently or with a team with a focus collaborate with cross-functional teams.

• Flexibility to adapt to changing priorities and business needs.

• Problem-solving ability, including understanding and following complex instructions.

• Customer-centric mindset with a focus on delivering exceptional service.

• Must accurately type 35wpm and ability to use 10-key.

• Proficient with customer service software and CRM systems is a plus. ​

Salary: $19 - $21/hr

WORK ENVIRONMENT

• 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.

• PHYSICAL DEMANDS: 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 sit and use hands to finger, handle, or feel. The employee is required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

• WORK ENVIRONMENT: 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. The noise level in the work environment is usually moderate.