• Perform the necessary technical checks to assist in resolving cases; • Support customers on a day-to-day basis to help them with whatever they need, always advocating for the success of the company they work for; • Handle critical support cases, understanding our customers' difficulties and proposing solution alternatives aligned with the product and the expectations involved; • Identify areas for improvement in the product, communication, service and processes, always aiming to enhance the customer experience; • Implement improvements in the department's processes and in customer support; • Interact with internal customers, such as system administrators and other development teams.

Role Description The Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up. Essential Responsibilities - Member Support & Ride Scheduling - Answer inbound calls and assist members with scheduling, updating, or canceling transportation. - Make outbound calls to confirm trips, provide updates, or follow up on issues. - Use internal systems to verify eligibility, benefits, and required trip information. - Provide clear communication regarding pickup times, provider information, and ride expectations. - Issue Resolution - Handle concerns related to late drivers, missed pickups, or other transportation challenges. - Escalate urgent or complex situations to supervisors or Tier 2 support. - Document all interactions clearly and accurately in the CRM system. - Accuracy & Compliance - Follow all state Medicaid, HIPAA, and transportation compliance requirements. - Ensure complete and precise documentation for each call. - Adhere to scripting, system workflows, and quality assurance guidelines. - Performance & Teamwork - Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. - Participate in training, coaching, and team huddles. - Collaborate with supervisors, dispatch, QA, and training teams to improve member experience. Qualifications - 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role. - Strong communication skills and ability to remain calm under pressure. - Comfort navigating multiple computer systems and documenting quickly. - Detail-oriented with strong problem-solving ability. - Reliable attendance and punctuality. - Must be on-site full-time in Richmond, VA. - Contact center hours include weekdays, weekends, and some holidays. Preferred - Experience in NEMT, Medicaid, healthcare call centers, or insurance environments. - Bilingual (English/Spanish). Skills and Competencies - Customer-first mentality - Strong verbal communication - Multitasking and time management - Accuracy and attention to detail - Ability to follow processes and adapt in a startup environment - Team-oriented mindset

• Serve as the first point of contact for our customers and reach out when a GPS tracker triggers an alert — always communicate calmly, empathetically, and clearly. • Handle inquiries by phone, chat, or email and provide customer-focused, practical solutions. • Carefully document every interaction so all information is fully available for the next colleague.

Role Description VIATEQ Corporation is looking for a dedicated and motivated Customer Service Representative to provide top-tier service and support to our client in the insurance industry. In this role, you will be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience. This is a remote role for candidates located in Florida, and you will need to have a strong and reliable internet connection to work from home. - Answer inbound and outbound calls in a timely and professional manner to resolve customer inquiries, complaints, and issues based on client instructions. - Identify customer concerns or problems and offer effective solutions to ensure customer satisfaction. - Provide accurate answers to customer questions and provide timely, effective solutions. - Resolve customer issues or concerns, ensuring a satisfactory resolution. - Maintain up-to-date records of calls including actions taken and follow-up requirements. - Ensure confidentiality and privacy during all phone interactions. - Adhere to quality assurance guidelines, ensuring all calls are handled in a timely, courteous, and effective manner. - Use various technical systems, including desktop computers, call center software, phones, and the internet, to track and resolve customer issues. - Collaborate with team members to resolve complex customer issues and ensure customer needs are met. - Maintain sufficient reliable private internet connection, not supplied by the use of cellular data, with the ability to hardwire via ethernet cable. Qualifications - Previous experience as a Customer Service Representative - High School Diploma or GED - Strong communication skills - Strong customer service skills - Strong problem-solving skills - Strong computer skills - Ability to multi-task - Ability to sit for extended periods of time - Ability to pass a background check - Strong internet connection due to the remote nature of this role Requirements - Customer Service Representative experience in Insurance (preferred) - License(s) in Insurance (preferred) - Fluently bilingual in Spanish (preferred) Compensation Range $14.00 - 21.00 per hour. This represents the typical compensation range for this position based on experience, location, and other factors. Benefits - Competitive compensation - Comprehensive healthcare - 401(k) - Paid time off - Flexible spending accounts - Professional development reimbursement - Other benefits for you and your family Equal Opportunity Statement VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.