Customer Service Representative - Work at Home

About Resonance CX Partners and Ibex

Resonance CX Partners is dedicated to connecting experienced professionals with roles that align with their personal values. We are not a staffing agency; instead, we identify and validate direct opportunities with customer-focused organizations. Ibex offers a dynamic career start full of team support, paid training, and growth opportunities in a positive environment that values your contributions.

Role Overview

As a Customer Service Representative, you will be integral to assisting members in scheduling non-emergency medical transportation. Your responsibilities include managing inbound and some outbound calls involving members, healthcare facilities, transportation providers, and health plan partners. Delivering excellent service and ensuring accurate, smooth ride arrangements are key priorities.

Key Responsibilities

• Respond to incoming calls, aiding members with scheduling or updating transportation arrangements.
• Verify member eligibility and accurately input ride data.
• Answer questions and resolve concerns related to transportation services.
• Recognize additional member needs and offer appropriate assistance.
• Work closely with internal teams to solve real-time issues.
• Consistently meet or exceed performance metrics such as response times, accuracy, and customer satisfaction.

Candidate Profile and Qualifications

• Strong oral and written communication abilities.
• Capability to adhere to structured call flows or scripts.
• Exhibit empathy and professionalism when interacting with members or guardians.
• Proficiency using computers.
• Solid problem-solving skills and ability to maintain composure under pressure.
• Availability for full-time work and reliability in handling a consistent workload.
• Must be 18 years or older.
• A High School Diploma or GED is required.

Employee Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan.
• Accrued paid time off.
• Company-paid T-Mobile cell service.
• A $500 referral bonus for recommending new employees.
• Access to PerkSpot discounts for retail, travel, dining, and more.