Customer Support Representative

Step into a role where your voice truly makes a difference! Medstar Transportation is searching for a dynamic Customer Service Representative who loves helping people and thrives in a fast-paced environment. 

About the Role:

Customer Support Representatives are the frontline of support for our clients and customers. CSRs are responsible for responding to client inquiries, accurately scheduling transportation services, handling complaints and compliments, and ensuring a seamless customer experience. They play a vital role in maintaining client satisfaction and supporting internal operations.

Duties and Responsibilities: 

• Answer incoming calls in a professional, courteous, and helpful manner.
• Accurately schedule and enter trip data for clients, facilities, and brokers.
• Monitor reservation folders and ensure all trip requests are entered promptly.
• Provide information about services, resolve client questions, and clarify concerns.
• Document complaints, compliments, and unusual situations accurately and escalate to supervisors when appropriate.
• Complete all required double-checks, follow-ups, and customer satisfaction surveys.
• Assist in providing sales support and price quotes to clients and facilities.
• Help drivers locate difficult addresses using mapping tools (e.g., Google Maps).
• Respond promptly to inquiries via phone, email, and chat systems.
• Collaborate with other departments to gather necessary information in a timely manner to effectively address client inquiries.
• Maintain up-to-date knowledge of company policies, broker rules, contracts, and services.
• Handle high call volumes and multitask effectively in a fast-paced environment.
• Participate in ongoing training, performance reviews, and team meetings.
• Promote a positive image of Medstar through professional and empathetic communication.
  
  

Requirements:

• High school diploma or equivalent required.
• 2 years of account management and customer service experience.
• Excellent verbal and written communication skills.
• Strong multitasking and time management in a fast-paced setting.
• Proficiency in Microsoft Office and Google Workspace, and ability to quickly learn new software systems.
• Familiarity with Google Maps and trip routing.
• Typing speed of at least 40 WPM.
• Knowledge of State, Federal, DOT, and ADA transportation regulations.
• Reliable, punctual, and dependable with strong attention to detail.
• Ability to remain calm and patient with clients, including during difficult situations.
• Ability to work independently and collaboratively.
• Bilingual (English/Spanish) preferred; must maintain professionalism in all languages used.