Remote Contact Center – CSR (Full-time)
Pay rate: starting at $16.50 per hourStart date: October 8, 2025Training Schedule: 8:00AM - 4:30PM Est Monday - Friday.Potential production shift options include:
- 8:00 AM – 4:30 PM EST
- 8:00 AM – 5:00 PM EST
- 8:30 AM – 5:00 PM EST
- 9:00 AM – 5:30 PM EST
- Assist inbound inquiries from health plan members and representatives, regarding the transportation services offered through our health plan partners
- Actively listen and respond quickly and professionally to all customer calls
- Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour and Customer Satisfaction after call survey
- Follows all HIPAA and compliance protocols to ensure the protection of all members protected health information (PHI)
- Escalates transportation and customer service concerns to contact center leadership team.
- Complete Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score
- Complete and sign all compliance courses
- Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience
- Must be able to sit for 8 hours or more a day
- Must be able to wear a headset for a minimum of 8 hours a day
- Excellent written, communication and data entry skills
- Moderate experience in Microsoft Teams, Outlook, and Word
- CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s
- CSRs are required to be on camera during all training and meeting sessions
- Must be able to adapt to high and a fast-paced call volume
- CSR’s must comply to attendance and punctuality expectations (PTO Policy)
- CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps
- Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members)
- Fully bilingual: English/Spanish only
- BYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listed
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
- Adaptability - Adapts to changes in the work environment; Manages competing demands. Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
- Collaborative - We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions
- Entrepreneurial – We are personally committed, and hunger for Alivi’s success; We show passion and do more with what we have; We don’t give up, and always find ways to get the job done
- Dynamic – We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projects