CSR 1

Under the direct supervision of the Contact Center Manager, the Customer Service Representative 1 is responsible for providing exemplary customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers and CTS’s Non-Emergency Medical Transportation Provider Network. Using the knowledge of company products, services and policies to assist callers with transportation needs through listening, understanding their needs and offering solutions.Essential Duties and Responsibilities:Acts as the first point of contact with all customers, taking non-emergency transportation reservations through various sources. Securing transportation with vendors, verifying client eligibility and confirming medical appointments.Manages high volume of inbound and outbound calls within specified performance metrics, including average handle timeMaintains an acceptable level of quality assurance, within specified performance metrics, company policies and procedures and compliance to contractual plan call handling processesRemains available and engaged to assist with call volume as scheduled, achieving departmental schedule adherence goalsVerifies client eligibility and confirms medical appointmentsMaintains a positive attitude, adapt to a team spirit and work well with othersConfirms that requests for transportation are an approved facility per their health planEvaluates client transportation needs and makes costs effective decisionsRefers reductions in services and denials to Manager for appropriate actionRecords incidents and complaints and refers to Manager for resolutionManages requests using telephone, voicemail, and computerized scheduling systemsPerforms within company attendance guidelines, and works overtime when requiredMakes suggestions for improvement in the daily call center operationShares in the ownership of the overall departmental performance, including auditing on an as needed basisParticipates in cross training of responsibilities as appropriateHave a willingness to accept coaching and feedback from coworkers, Team Leads and ManagersPart time and Full time opportunities available, Class to begin training on Monday, February 16, 2026. (8:00am-5:00pm) After training, CT Remote possibility after 60 days on site. CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering.

Salary : $15 - $20