Contact Center Lead - ONSITE ROLE

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

Modivcare is looking for an experienced Contact Center Lead to join our team. This role is responsible for being the first point of contact for questions about our products and services through structured protocol and scripts to document conversations to ensure consistency of scheduling, modifying, and canceling customer reservations, while also working diligently to resolve member concerns in an accurate and timely manner. THIS IS AN ONSITE ROLE SO YOU WILL BE REQUIRED TO COME INTO THE OFFICE at 798 Park Ave NW, 6th Floor, Norton, VA 24273

This role...

• Provides guidance to a team of customer service reps.
• Monitors and assess team interactions to ensure they are adhering to company policies and meeting established service quality standards.
• Provides constructive feedback to team members for continuous improvement.
• May conduct training sessions for new and existing team members.
• Handles escalated inbound member questions and concerns through various channels, calls, phone, emails, etc.
• Accurately and timely schedules, modifies, and cancels reservations as requested.
• Obtains and clearly documents details of any complaints being filed.
• Ensures that all relevant customer information is documented, including accurate trip data.
• Delivers excellent customer service, displaying empathy, politeness, and courteous manner at all times.
• Maintains a comprehensive understanding of company policies and procedures and ensures they are adhered to.
• Escalates unresolved customer grievances to the designated department for further investigation and resolution.
• Collaborate with management to identify areas of opportunities to ensure smooth operations and best practices.
• May prepare regular reports for management teams.
• May lead projects and perform other duties as assigned

We are interested in speaking with individuals with the following…

• High School Diploma required.
• Four (4) plus years of experience of contact center or customer service with heavy phone volume and/or data entry.
• Or equivalent combination of education and/or experience.
• Exceptional customer service and people skills; ability to listen and understand customer needs and concerns.
• Excellent verbal and written communication skills.
• Ability to work independently or with a team with a focus collaborate with cross-functional teams.
• Flexibility to adapt to changing priorities and business needs.
• Problem-solving ability, including understanding and following complex instructions.
• Customer-centric mindset with a focus on delivering exceptional service.
• Must accurately type 35wpm and ability to use 10-key.
• Proficient with customer service software and CRM systems is a plus. ​

Salary: $18.81 - $22.00 USD Hourly

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. 

Extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; lifting up to 10 lbs.

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• 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
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [email protected]