Dispatcher II - Onsite - Philadelphia, PA

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 Dispatcher II / Customer Advocate II to join our team. This position is responsible for interacting with Transportation Providers to provide information in response to inquiries regarding members and services, handling and resolving complaints, and delivering superior customer service to both external and internal customers.

This role…

• Assists Transportation Providers with transportation-related questions and concerns.
• Schedules, modifies, and cancels reservations as requested.
• Obtains and documents details of complaints being filed.
• Receives and documents Transportation Provider concerns.
• Ensures accurate trip data input.
• Refers unresolved customer grievances to the designated department for further investigation and resolution.
• Attends all required meetings.
• Supports adherence to company policies and procedures, including trip corrections, mileage and cost adjustments, cancellations, and entry of retroactive trips.
• Provides support to staff in the pursuit of excellent customer service.
• Assists with coordinating escalation procedures.
• Negotiates trip costs outside of contractual agreements.
• Answers the Transportation Provider phone line.
• Participates in other projects or performs other duties as assigned.

We are interested in speaking with individuals with the following…

• High School Diploma or General Education Degree (GED) required.
• One (1) plus years of contact center or customer service experience involving heavy phone volume and data entry preferred.
• Or equivalent combination of education and/or experience.
• Strong verbal and written communication skills with a friendly, customer-focused demeanor.
• Excellent active listening skills to understand customer needs and concerns.
• Basic computer proficiency, including familiarity with Microsoft Word, Excel, and Outlook.
• Ability to work independently or as part of a team.
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
• Ability to manage heavy phone volumes while maintaining a polite and courteous manner.
• Demonstrated personal commitment to producing high-quality work.
• Strong attention to detail and organizational skills to accurately manage customer information.
• Positive and enthusiastic attitude with a passion for delivering exceptional customer experiences.
• Ability to promote a positive working environment.
• Ability to quickly learn new technologies and processes.
• Ability to understand and follow complex instructions.
• Ability to type accurately.

Salary: $19 - $20/hr

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 hr.recruiting@modivcare.com