Call Center Agent

Employer of choice! Voted best company to work for by US News & World Report for 2025-2026.

We are hiring for the following onsite shifts at $17.00/hour, $17.50 after training:

PM shifts only start times at 10am, 11am, 12pm, or 1pm & must be able to work both Saturday and Sunday, additional days to be added for a FT shift.

The Customer Service Representative will provide excellent customer service to inquiring parties, and direct inquires to the appropriate internal resources as they are received.  They will provide customers, clients, and others with appropriate and accurate information in a timely manner.  Meeting all assigned quotas, metrics, and providing excellent customer service are the most important aspects of this position.

Essential Job Functions: 

• Answer reservation calls within three (3) rings.

• Provide trip status updates in the form of ETA calls.

• Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e.  

   95+ Percent of Calls Answered within 2 minutes and talk-time of 90 seconds or less.

• Provide support to client’s by addressing questions, issues, concerns, regarding registering for the service
• Proper handling of Lost and Found Calls.
• Communicate to management personnel any issues that impede the efficient operation of the call center.
• Actively participate in re-training sessions.
• Other Duties as assigned by the Supervisor or Manager.

•An attitude of empathy and a desire to provide high quality customer service to individuals certified under the American with Disabilities Act.

Key Performance Indicators:

• 95% of all calls answered within 30 secs.

• Daily average talk time 90 seconds or less

• Ability to follow the department Standard Operating Procedures (i.e. same day trip request)

• Attendance

• Ability to multi-task

• Receive a minimum of 30-34 calls per hour

Responsibility Profile: