Customer Service Representative - NJ Only, WFH
WFA Digital Insight
As the demand for remote customer service representatives continues to grow, companies like Modivcare are at the forefront of this trend. With over 34% of companies expected to shift their customer service operations to remote work by 2027, the skills required for this type of role are in high demand. To succeed in this position, candidates will need to possess strong written and verbal communication skills, as well as the ability to multitask effectively. What sets Modivcare apart is its commitment to providing comprehensive benefits packages to its employees, including medical, dental, and vision insurance, as well as a 401(k) retirement savings plan. Candidates should be aware that this role requires a high level of organization and time management skills, as well as the ability to work independently in a fast-paced environment.
Job Description
About the Role
The Customer Service Representative role at Modivcare is an exciting opportunity for individuals who are passionate about providing exceptional service to customers. As a member of the customer service team, you will be responsible for resolving member concerns and answering questions about the company's service offerings. This role is ideal for those who enjoy working in a service-oriented industry and are looking for a challenging and rewarding career.In this role, you will be working from home, which requires a high level of self-motivation and discipline. You will need to have a dedicated workspace that is separated from other living areas and provides privacy to review company-sensitive documents securely. You will also need to have a high-speed internet connection with a minimum download speed of 25MBPS and upload speed of 5MBPS.
The customer service team at Modivcare is committed to providing exceptional service to its members. As a Customer Service Representative, you will be an integral part of this team, working closely with other team members to ensure that all customer concerns are resolved in a timely and efficient manner.
What You Will Do
- Receive and document customer concerns via phone, email, or chat
- Resolve customer complaints and issues in a professional and courteous manner
- Answer questions about the company's service offerings and provide information about membership benefits
- Ensure that all customer interactions are handled in a timely and efficient manner
- Multitask effectively to extract necessary information from multiple systems
- Review and educate members on the company's services and their insurance coverage
- Support a 24/7/365 contact center environment, including nights, weekends, and holidays
- Refer unresolved customer grievances to the designated department for further investigation and resolution
- Demonstrate a personal commitment to producing high-quality work and ensuring that all customer interactions are handled in a professional and courteous manner
- Work overtime as required to ensure that all customer concerns are resolved in a timely manner
What We Are Looking For
- High school graduate or general education degree (GED)
- 0-2 years of related experience in customer service or a related field
- 6+ months of contact center experience or customer service experience
- Strong organization skills, written, and verbal communication skills
- Ability to type 35wpm or more
- Proficiency in Microsoft Office Suite
- Ability to talk and type simultaneously in a clear and concise manner while interacting with customers
- Sound decision-making and problem-solving skills in a fast-paced environment
- Ability to work independently under general supervision
Nice to Have
- Experience working in a remote environment
- Knowledge of customer service software and technology
- Certification in customer service or a related field
- Bilingual or multilingual skills
Benefits and Perks
- Comprehensive benefits package, including medical, dental, and vision insurance
- Employer-paid basic life insurance and AD&D
- Voluntary life insurance (employee/spouse/child)
- Health care and dependent care flexible spending accounts
- Pre-tax and post-tax commuter and parking benefits
- 401(k) retirement savings plan with company match
- Paid time off and paid parental leave
- Short-term and long-term disability insurance
- Tuition reimbursement and employee discounts
How to Stand Out
- Ensure that you have a dedicated workspace that is separated from other living areas and provides privacy to review company-sensitive documents securely.
- Familiarize yourself with customer service software and technology to improve your chances of success in this role.
- Practice your typing skills to ensure that you can type at least 35wpm.
- Review the company's website and social media to learn more about its services and values.
- Prepare examples of times when you had to resolve customer complaints or issues in a professional and courteous manner.
- Be prepared to answer behavioral questions during the interview, such as 'Tell me about a time when...' or 'How would you handle...'.
- Research the company's culture and values to ensure that you are a good fit for the role and the company
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