Community and Economic Development - Transportation Brokerage Specialist

Customer Service Representative

Bilingual in Spanish preferred

This position is FLSA non-exempt and eligible for overtime. This position is union-represented. Under general direction of the Transportation Brokerage Supervisor, the Customer Service Representative (CSR) handles incoming calls, checks client eligibility, posts ride requests for transportation services, selects the most appropriate transportation provider and schedules rides using specialized software. Prior authorizes and arranges for non-emergency medical transportation services for senior citizens, people with disabilities, Medicaid eligible clients and others.

Performs position duties in a manner that promotes customer service and harmonious working relationships, including treating all persons courteously and respectfully. Engages in effective team participation through willingness to assist and support co-workers, supervisors, and other work-related associations. Develops good working relationships with transportation providers, agency staff and supervisors to assist in identifying and resolving problems in a constructive manner. Demonstrates positive acceptance of constructive feedback and suggestions, in an effort to strengthen work performance. Contributes to a positive, respectful and productive work atmosphere. Regular attendance is required to meet the demands of this job and to provide necessary services. This position is a Mandatory Reporter by statutory requirement.

Essential Job Duties

Customer Service Representative Responsibilities 90%

• Operates multi-line telephone system to assess incoming client requests for transportation services.
• Checks client eligibility and enters data using computer terminal with specialized software.
• Provides general public relations to transportation providers and public regarding medical transportation program and other brokerage services.
• Schedules trips using specialized software.
• Coordinates resources for urgent transportation.
• Verifies a sample of all trips to assure that clients are going to appropriate services.
• Determines the need for additional medical or social information and requests from appropriate sources.
• Informs appropriate staff of client or provider abuse.
• Coordinates with case managers to ensure necessary client eligibility information is current.

Other Duties 10%

• Performs a variety of clerical-related duties including using Microsoft Office software to prepare reports, complete forms, and compile information for analysis.
• Determines most cost effective and appropriate ride for clients.
• Tracks record of documentation for long-distance bid trips.
• Tracks availability of Providers daily.

Working Environment

Work is performed primarily in an office environment utilizing a personal computer, telephone and a variety of office equipment. Position requires sitting for long periods of time and extensive computer and telephone work while performing data entry. Occasional travel may be required to attend meetings and/or trainings.

Supervision Received: Receives general supervision from the Transportation Brokerage Supervisor of the Community and Economic Development Program.

Supervisory Responsibilities: None

Minimum Qualifications

Experience and Training

Graduation from high school or equivalent, plus one year office experience or training; OR, any satisfactory equivalent combination of education, experience, and training which demonstrates the knowledge, skills and abilities needed to perform the duties of the job. Call center experience strongly preferred.

Knowledge, Skills and Abilities

• Knowledge and ability to apply strong organizational skills;
• Thorough knowledge and proficiency in the use of Microsoft software including Access, and ability to assist and train others in software applications;
• Excellent knowledge of business English, spelling and punctuation;
• Considerable knowledge of modern office practices and procedures;
• Ability to acquire and apply confidentiality rules regarding client and provider records;
• Ability to understand verbal and written operating instructions and procedures and to initiate suggestions for appropriate involvement;
• Ability to read, prepare and understand statistical reports and recognize mathematical and/or data entry errors;
• Ability to work independently and exercise good time management skills in order to accomplish both daily tasks and on-going projects, paying attention to detail;
• Ability to work with other staff and the public in a courteous and efficient manner;
• Ability to identify and refer significant policy inquiries to supervisor;
• Ability to operate a variety of standard office machines and equipment;
• Ability to operate a multi-line telephone system;
• Ability to communicate well orally and in writing;
• Ability to type accurately and efficiency in document preparation;
• Ability to acquire proficiency in specialized Brokerage software.
• Skills in performing detailed and complex clerical tasks.

Licenses, Certificates, & Other Requirements

• Possess a valid Oregon Driver's License, or the ability to obtain reliable transportation in order to travel throughout the three-county area.
• Position requires successful completion of a criminal history and driving record check.
• This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
• Requirements are representative of minimum levels of knowledge, skills and abilities. To successfully perform this job, the employee will possess the abilities or aptitudes to perform each duty proficiently.