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Posted: Tuesday, August 29, 2017 8:36 AM

Req ID:

Position Summary:
Directly resolve customer complaints received. Monitor the types of complaints and quantity received. Resolve all complaints within established time frames while ensuring strict adherence to corporate compliance and federal HIPAA regulations.
Essential Duties and Responsibilities:
:Review and resolve escalated customer complaints. Respond to customers with resolution up to and including rescheduling of trips.
:Correspond with AMR management staff regarding customer service complaints including the gathering of data for problem resolution.
:Monitor and track via excel and/or other computer software tools the type and quantity of complaints.
:Serve as a liaison between the customer service representatives, network providers and customers for resolution of all issues pertaining to transportation.
:Gather information necessary to respond to escalating complaints and/or grievances that extend beyond normal channels: complaints on appeal, legislative inquires and issues that meet AMR's significant event policy.
:Serve as a resource for customer service representatives and assist with training and Quality Assurance. Demonstrate job functions and responsibilities.
:Produce internal reports on complaints and participant in monthly Quality Assurance meetings.
:When needed, perform the duties of a Customer Service Representative.
:Adhere to all company policies and procedures.
Non:Essential Duties and Responsibilities:
:Perform other duties as assigned.
Minimum Qualifications:
:High School Diploma or GED required.
:Must have a minimum of one year experience working in a heavy volume inbound call center.
:Lead or Quality Assurance experience preferred.
:Healthcare experience preferred.
:Ability to deal with complex problems involving a broad scope of issues while under pressure.
:Ability to effectively solve customer complaints in a timely manner by utilizing all tools available.
Other i.e. knowledge and skills:
:Must be proficient with Microsoft Office applications.
:Must type 40 wpm.
:Must have effective oral, written and interpersonal communication skills.
EOE including Veterans and Disabled


• Location: Portland

• Post ID: 22610403 portland is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017