CSR 1

Under the direct supervision of the Contact Center Manager, the Customer Service Representative 1 is responsible for providing exemplary customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers and CTS’s Non-Emergency Medical Transportation Provider Network. Using the knowledge of company products, services and policies to assist callers with transportation needs through listening, understanding their needs and offering solutions. Essential Duties and Responsibilities: Acts as the first point of contact with all customers, taking non-emergency transportation reservations through various sources. Securing transportation with vendors, verifying client eligibility and confirming medical appointments. Manages high volume of inbound and outbound calls within specified performance metrics, including average handle time Maintains an acceptable level of quality assurance, within specified performance metrics, company policies and procedures and compliance to contractual plan call handling processes Remains available and engaged to assist with call volume as scheduled, achieving departmental schedule adherence goals Verifies client eligibility and confirms medical appointments Maintains a positive attitude, adapt to a team spirit and work well with others Confirms that requests for transportation are an approved facility per their health plan Evaluates client transportation needs and makes costs effective decisions Refers reductions in services and denials to Manager for appropriate action Records incidents and complaints and refers to Manager for resolution Manages requests using telephone, voicemail, and computerized scheduling systems Performs within company attendance guidelines, and works overtime when required Makes suggestions for improvement in the daily call center operation Shares in the ownership of the overall departmental performance, including auditing on an as needed basis Participates in cross training of responsibilities as appropriate Have a willingness to accept coaching and feedback from coworkers, Team Leads and Managers Part time and Full time opportunities available, Class to begin training on Monday, February 16, 2026. (8:00am-5:00pm) After training, CT Remote possibility after 60 days on site. CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering.