Call Center Coach

Company Overview: LCP Transportation LLC. established in 1998, provides effective transportation solutions that enhance the quality of life for the communities we serve through innovative, practical, and efficient services. We partner with our clients to provide unique and customizable options with scheduling, dispatching, transportation management, utilization management, and quality assurance to solve their business needs and exceed customer expectations.

LCP Customer Service Specialist

Position Summary: Customer Service Specialists support internal and external customers by navigating systems, policies, and internal department processes providing superior solution-oriented service through our inbound and outbound service channels. Expected to be high performers, leads by example, and act as subject matter experts both on call center processes as well as Indiana transportation issues. They serve as a point of escalation for complex calls, providing real-time answers, and peer-to-peer feedback.

Essential Duties and Responsibilities may direct walk-in visitors to appropriate areas.

• Handling inbound and outbound calls within a fast-paced call center; Application of formalized policies and procedures within the call center to ensure compliance with all regulatory agencies.
• Coordination of cost-effective member transportation solutions based on analysis of geographical areas and transportation provider availability. Included but not limited to: coordination with case management team, insurance representatives and clients
• Provides peer-to-peer feedback to new hires and designated team members as directed by Management.
• Evaluates department workflows, completes root cause analyses for departmental complaints, and drives process efficiency
• Leverages active listening to identify departmental needs and strives to anticipate and eliminate any follow up or additional work for the customers and representatives.
• Sets clear and reasonable expectations for customer service representatives, adequately documents to communicate forward the circumstances for others, and demonstrates strong follow-up and follow through to meet all set expectations.
• Communicates with operations management to resolve escalated issues and collaborates/communicates
• Develops and fosters positive relationships with members and transportation providers to align partner and member services
• Provides weekly and monthly presentations to management over transportation services including: long distance trips, urgent trips, critical services.
• Management of member transportation reconciliation, customer service representative escalations, as well as provide real-time answers or assuming control of ill-mannered calls.
• Accesses all required system applications, commincation and reporting tools to perform job duties accurately and timely.
• Performs other job related tasks & duties as assigned.
• Job duties are subject to revision or adjustments at anytime per department management.

Minimum Qualifications (Education, Experience, Skills)

• High school Diploma/GED required. At least 1 year of customer service experience required, 2 years preferred. Call Center experience preferred, but not required.
• Excellent computer skills; efficient with Microsoft Office, including but not limited to: Excel, Word, Powerpoint, Planner, Forms, and Power Automate.
• Effective communication, interpersonal and organizational skills including but not limited to: telephone, e-mail, voicemail, fax, virtual meetings, presentations, and written inquiry functions on demand
• Promotes health and productive relations and teams.
• Leads with service of empathy and gratitiude
• Shifts available: 8AM – 5PM; 9AM – 6PM; 11AM – 8PM
• Training Wage at $17.50/hr.
• Base Wage at $20/hr.