• Lead, coach, and inspire a team of Customer Service Representatives, fostering a culture of accountability, collaboration, and exceptional service. • Oversee the daily operation of the customer service team, ensuring timely, accurate, and high-quality support across phone, email, and case management channels. • Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and team productivity. • Lead initiatives that improve operational efficiency, streamline workflows, and enhance the customer experience. • Collaborate closely with teams across Accounting, Product, Marketing, Sales, IT, and Client Experience to resolve customer issues and improve end-to-end processes.

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. - MUST HAVE YOUR OWN EQUIPMENT. - 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. - 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. Shifts Available - Sun-Thurs: 8:30 AM - 5:00 PM EST - Tues-Sat: 8:30 AM - 5:00 PM EST

• Handle live chat inquiries on the NoGigiddy platform and respond within SLA targets • Monitor and respond to user posts in community spaces — Discord, Facebook Group, and social comments • Resolve common issues (offer questions, account issues, navigation help) with accuracy and warmth • Escalate complex or sensitive issues to the appropriate team with full documentation • Contribute to the help center knowledge base • Flag trends in user issues or feedback to the product and content teams • Maintain consistent tone and quality across all support touchpoints

• Handle live chat inquiries on the NoGigiddy platform and respond within SLA targets • Monitor and respond to user posts in community spaces — Discord, Facebook Group, and social comments • Resolve common issues (offer questions, account issues, navigation help) with accuracy and warmth • Escalate complex or sensitive issues to the appropriate team with full documentation • Contribute to the help center knowledge base • Flag trends in user issues or feedback to the product and content teams • Maintain consistent tone and quality across all support touchpoints