ComTrans, Inc. is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.
VISION:
The Lead Customer Service agent contributes to the profitable growth of ComTrans by providing a high level of customer service through responsiveness, timeliness and identification of areas of improvement. This position also establishes professional relationships with both internal and external customers and acts as a point of contact for external customers.
BASIC FUNCTION:
This position acts as a point of contact for ComTrans data entry staff and external customers. Areas of improvement are identified as well as internal issues and relayed to Dispatch Manager. This position will also be responsible for reviewing and analyzing a variety of internal reports.
ComTrans is a safety sensitive company
Job description(s) are subject to change based on business necessity
EMPLOYEE STATUS: Regular: Full-time; hourly / non-exempt position
REQUIREMENTS:
Education: High School Graduate or equivalent, some college preferred but not required
Age: All ComTrans employees must be at least 18 years old, all driving positions are required to be at least 21 years old as required by insurance. Exceptions may be made for non-driving positions on a case-by-case basis and dependent upon the position and its responsibilities.
Licensing/Registration/Certification:
Valid AZ driver's license
Approved by our insurance company as a driver
Company Provided Training/Certifications
Have or be able to obtain a level one fingerprint clearance card
First Aid/CPR
Crisis Prevention and Intervention.
Complete ComTrans Driver Certification Training Program.
Skills, Knowledge and Abilities:
Communicate effectively in English, both verbally and in writing.
Be well organized and efficient
Work independently with little supervision
Be a strong team player
Have excellent driving skills
Understand customer service internally and externally
Use sound judgment in making decisions and solving problems
Utilize time management skills - prioritizing and planning
Maintain a high level of confidentiality
Be able to de-escalate situations effectively
Utilize proper communication skills
Have the ability to perform services in a professional and businesslike manner and to the highest standard of professional conduct.
Physical Requirements:
Drive as needed:
Ability to stand, climb stairs/steps, escort clients to and from destination, kneel, crouch, reach and extend arms.
Able to grasp objects such as steering wheel, car seats, etc
Sit in a driving or sitting position from 1 to up to 12 hours.
Able to get in and out of vehicles multiple times per day
Assisting students/clients in and out of the vehicle's multiple times each day.
Able to bend, kneel and secure wheelchairs and clients multiple times per day.
Ability to lift or move at least 40 pounds
Ability to carry, lift and install child seats into vehicles and secure children into child seats.
Able to perform vehicle pre and post trip inspections daily and on any vehicle
Able to work in a variety of environments; inside and outside, able to tolerate a variety of climate changes and conditions
Administrative physical requirements:
Ability to perform sedentary work involving sitting most of the time and for long periods of time
Able to perform fingering activities such as typing
Perform repetitive activities such as typing, using a telephone
Must have adequate visual acuity as required to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, expansive reading
REPORTING RELATIONSHIPS:
The Customer Service Lead reports directly to the Dispatch Manager.
Customer Service Lead Responsibilities:
The responsibilities of this position include but are not limited to, the following:
Check incoming e-mails multiple times per day and respond prior to end of day or sooner
Answer incoming calls and assist with transfer as needed
Conduct quality assurance on percentage of tickets, analyze and ensure accuracy
Check unresolved notes at a minimum of two (2) times/day
Check and verify all mileage to ensure entered correctly
Generate, analyze, and distribute reports as needed and requested
Research and assign Case Managers when none identified in the Dispatch System
Verify client ID in the state roster or other sites as needed and required
Work closely with Same Day and Next Day Routers for any changes to the transports scheduled for same or next day
Coordinate closely with routers regarding special transports (stretchers, provide wheelchair, etc)
Be responsive and sensitive to all complaints by following ComTrans formal process for all external complaints. Forward all complaints to program Manager/Supervisor
Build a positive working relationship with peers, program staff members and other business units
Be observant and communicate trends and changes within programs, communicate with Program Manager
Work on special projects as required
Back-up all program staff members as needed
Build a positive working relationship with case managers/providers through effective communications, written and verbal
Assist in improving overall customer service through responsiveness, accuracy and timely turnaround. This includes e-mails, phone calls, faxes, etc.
Effectively communicate and speak clearly and listen
Communicate any out of the ordinary activity to ComTrans management
Work closely with contract department to ensure understanding of contractual requirements and ensure compliance within the Dispatch Department
Driver:
The Customer Service Lead will also be required to fill the position of a ComTrans driver when needed. The responsibilities of this position include but are not limited to, the following:
Document transportation issues using professional documentation practices
Knowledgeable on the Routine Drivers operation and Guide, including the use of vehicles, routing, mapping, and car seat use
Understand and communicate ComTrans policies and procedures as stated in the Employee Handbook
Always ensure the safety of students/clients
Knowledgeable in the use of appropriate child seats
Escort all students/clients into destination sites
Practice defensive driving at all times
Communicate all issues to the program manager immediately
Conduct vehicle check prior to start of day
Maintain a safe work environment
Use appropriate car seats as needed and required by law
Communicate with dispatch, supervisors, and managers regarding all incidents/accidents
Always ensure vehicle clean
Able to plan route for next day based on manifest provided
Ensure vehicle assigned have required supplies (maps, driving directions, vehicle driver identification, fire extinguisher, car seats as needed)
Ensure all paperwork is completed; accurate and turned in at the end of each shift
Other duties as assigned
MEASUREMENTS OF PERFORMANCE:
The Dispatch Manager will evaluate the performance contribution of the Scheduler using the following criteria:
High level of customer service
Contract compliance oversight
Effective relationships with peers, Management, and external customers.
