AMR

  • Data Entry Customer Service Representative

    Requisition ID
    2018-3477
    Category
    Administrative/Clerical
    Employment Type
    Regular Full-Time
  • Job Description

    VISION: The Data Entry position contributes to the profitable growth of ComTrans by ensuring professional communication and documentation and exceptional customer service.


    BASIC FUNCTION:

    The Data Entry provides support for the all Programs within ComTrans by utilizing a variety of web portal, e-mail and phone communication with a variety of external customers, scheduling transportation accurately. This position will have direct contact with providers in resolving scheduling issues, address corrections, and a variety of other data corrections. 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 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.
    Experience: One year data entry and customer service experience


    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 knowledgeable in Microsoft Office Products and able to utilize these information systems.
     Be well organized, efficient and detailed oriented
     Multi-task, balance workload, and demonstrate good organization skills.
     Work independently with little supervision.
     Be a strong team player.
     Understand and deliver a high level of customer service for both internal and externally customers.
     Do basic math
     Able to use sound judgment
     Able to resolve issues independently
     Utilize time management skills - prioritizing and planning.
     Maintain a high level of confidentiality.


    Physical Requirements:
    The physical demands are representative of those that must be met to successfully perform the essential functions typical of an administrative position as well as a ComTrans driver.

     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 vehicles 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.
     When required, able to pass a Department of Transportation physical exam initially and upon expiration.
     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 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:
    This position reports directly to the respective Program Manager


    RESPONSIBILITIES:
    The responsibilities of this position include but are not limited to, the following:
     Check incoming faxes/e-mails multiple times per day and respond prior to end of day or sooner
     Answer incoming calls and assist and transfer as needed
     Review all tickets, analyze and ensure accuracy.
     Enter data into the Dispatch System by 4:00 PM each day.
     Check unresolved notes at a minimum of two (2) times/day.
     Check and verify all mileage to ensure entered correctly.
     Run and distribute reports as needed and requested.
     Assign case managers when not noted in the Dispatch System.
     Verify client ID in the state roster or other sites as needed and required.
     Some Same Day and Next Day Routing 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. Follow the 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 program staff members as needed (including Schedulers and DSRs.)
     Back-up other program staff/business units as needed.
     Perform as a driver as needed.
     Build a positive working relationship with case managers/providers through effective communications, written and verbal.
     Improve overall customer service through responsiveness, accuracy and timely turnaround. This includes e-mails, phone calls, faxes, etc.


    MEASUREMENTS OF PERFORMANCE:
    The Program Manager will evaluate the performance of the Customer Service Representative using the following criteria:
     Responsiveness to deadlines.
     Smooth operation of data entry.
     Timeliness and accuracy of reports and entries.
     Responsiveness to client issues and concerns.
     High level of customer service.
     Relationship with peers, clients and other business units.
     Effective resolution to client and co-worker situation
     Attendance

    EEO Statement

    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.EOE including Veterans and Disabled

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