Customer Service Representative

POSITION SUMMARY: The Customer Service Representative's primary function is to review clients' no-shows, rural certifications, explain certification process to clients, schedule trips, schedule LogistiCare clients, uphold no-show policy, and record customer complaints and compliments.

The work environment can vary from a slow and constant pace to a fast and variable pace.

The Customer Service Representative will be required to cross-train in reservations and be proficient in understanding and learning new software programs.

S/He will be asked to answer reservation calls when the call queue is full.

The Customer Service Representative will need to be adaptable to an ever-changing environment.

SPECIFIC DUTIES AND RESPONSIBILITIES: * Review and manage LogistiCare clients * Track no-shows * Provide important information on Jaunt services to future clients * Assist reservations with calls * Issue warnings or suspensions to clients who frequent * no-shows * Submit customer complaints and compliments This position is designated as "Mission Essential", which requires that employees report to their job site during emergency situations, such as snow, inclement weather, or other emergency situations.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND QUALIFICATIONS: The Customer Service Representative requires a High School diploma or equivalent.

The position requires experience in: computer programs, knowledge of the service area, excellent Spanish speaking skills, ability to stay organized, excellent communication both orally and written, maintain professionalism when speaking to clients, ability to work close and effectively with a diverse clientele, hold true to Jaunt's customs and courtesies, the ability to work well independently and with others, make decisions under pressure, be able to adapt and overcome to the ever changing environment.

SPECIAL REQUIREMENTS: Employment is contingent upon successfully completing and passing on a pre-employment drug screen.

Employment is contingent on a clean driving record that allows employees to be covered by Jaunt's insurance.

Continued employment is contingent upon adherence to Jaunt's Substance Abuse Policy, including being subject to drug and alcohol screening, as well as on maintaining a clean driving record.

Jaunt employees regularly interact with passengers with disabilities.

To ensure it effectively adheres to the requirements of the Americans with Disabilities Act, all employees will be regularly trained on service delivery expectations to ensure the safe and timely transportation services for passengers with disabilities.

Further, those employees with direct contact with passengers with disabilities will be expected to exercise their training for passenger sensitivity, which includes securing passengers' wheelchairs to restraining devices to stabilize wheelchairs during trip.

As well as being physically able to handle and assist disabled passengers in wheelchairs and assist disabled passengers into and out of vehicle.

Further, Jaunt shall adhere with the American with Disabilities Act.

The successful candidate must be able to perform the position's essential job functions with or without reasonable accommodation.

The physical demands given in this job description 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 that allow individuals with disabilities to perform the essential job functions.

To be considered eligible for consideration of accommodation, employees must request an accommodation and present a doctor's statement to management stating their physical limitations.

Jaunt is an Equal Employment Opportunity Employer.

In addition to the provisions of Title VI of the Civil Rights Act of 1964, Federal Transit Laws, 49 U.S.C.

5332(b), states "no person in the United States shall on the grounds of race, color, religion, national origin, sex, or age be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under any project, program or activity funded in whole or in part through financial assistance under this Act."