Call Center Rep-Scheduler, high volume calls Advanced Behavioral Health, Inc - 3.3 Middletown, CT Job Details Full-time $20 - $21 an hour 1 day ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off 401(k) 4% Match Work from home Vision insurance 401(k) matching Qualifications Phone communication Customer service High school diploma or GED Managing clients in a customer support role Attention to detail Data entry Organizational skills Customer support Telephone systems Multi-line phone systems Phone etiquette Office phone management Quality data entry Time management Customer data entry Full Job Description Advanced Behavioral Health is seeking a strong Call Center / Customer Service, Transportation Scheduler to join a fast-paced, dynamic team to support our School of Origin Program. We value work-life balance...check out our PTO plan!

POSITION SUMMARY

This role

WILL BE A REMOTE/WORK FROM HOME POSITION AFTER 2 MONTHS OF ONSITE TRAINING

Candidate will initially train onsite in the Middletown office for 2 months. The Customer Service/Transportation Scheduler role with be responsible for as the transportation scheduler and providing support for School of Origin Transportation Program. This role will schedule and dispatch drivers to meet all required transports; via the integrated Route Genie App. Receive incoming urgent and non-urgent calls simultaneously operating the telephone and computer systems. This is a position requiring exceptional customer service and attention to detail. Applicant must have the ability to adjust to last minute changes and work with providers to schedule emergency pick-up or drop off of new or established students. Additionally, this position requires the applicant to cultivate strong relationships with provider partners to reduce the stress that comes with last minute schedule changes. This position will represent ABH® and its services in a positive and professional manner and adhere to ABH®'s best practices, guidelines, policies and procedures as established, promoting ABH® as a leader in behavioral healthcare in all interactions and work. Responsibilities

• Manage high volumes of inbound and outbound calls to coordinate client needs, and respond promptly to inquiries. Receives last minute schedule changes from DCF, Provider or Parent and makes the necessary applicable routing changes in the Route Genie tracking software;
• Working with Transportation Manager to address service issues;
• Maintain logs of the calls received and transportation cancellations or no-shows and will enter data into spreadsheets and databases as needed;
• Processes the routing and dispatching activities and assigns drivers to routes; may contact drivers to alert them of time sensitive schedule changes.
• Answers questions and concerns regarding transportation issues;
• Ability to learn and master scheduling software system (Route Genie)
• Data entry of new student's paperwork for transport;
• Log reports on all activities occurring during the shift;
• Work schedule is 7:30 am - 3:30 pm;
• Flexibility to work other hours as needed;
• Process same day and ongoing change requests as well as student build outs;
• Maintain student schedules while utilizing school calendars and student referrals;
• Other duties, as assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or general education degree (GED) required;
• Prior call center experience or customer support roles involving high-volume calls is highly preferred.
• 2 years of experience in customer service data entry and tracking software systems a must (ideally in a call center environment with high volume calls).

KNOWLEDGE/SKILLS/ABILITIES

• Must have exceptional communication skills and a great customer service attitude at all times;
• Strong data entry and computer skills including MS Office (excel, word, outlook) and dispatch software.
• Proven ability to handle multiple tasks simultaneously with excellent organizational skills.
• Must be able to work in a fast-paced environment, quickly respond to changes in schedules and be able to meet critical deadlines each day with confidence and a positive attitude
• Strong attention to detail/accuracy is a must.
• Ability to work in high pressure situations;
• Exceptional time management and organizational skills;
• Ability to quickly learn and master our transportation scheduling software system;
• Strong written and verbal communication skills required;
• Other duties may be assigned

Pay:

$21.00 per hour

Benefits:

Medical/Dental/Vision Excellent PTO:

15 paid holidays, 2 floating holidays, 10 vacation days, 2 personal days, 401(k)+ 4% match. Join Advanced Behavioral Health and be a part of a vibrant team dedicated to delivering exceptional client experiences through efficient scheduling and outstanding support!

Pay:

$20.00 - $21.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work from home Application Question(s): Will you be able to work onsite for training for 2 mos. in Middletown, CT?

Yes or No Experience:

High volume phone call: 2 years (Required) Customer service: 2 years (Required) Data entry: 2 years (Required)

Work Location:

Hybrid remote in Middletown, CT 06457