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Customer Service Representative

Quality Transport Services

This is a Full-time position in Phoenix, AZ posted June 10, 2021.

We are a growing company that has the security of 15 years in the non-emergency medical transportation business. Quality Transport Services of Arizona ?QTS? offers a supportive, friendly atmosphere, competitive pay and excellent benefits. Our online and on-site training provides the right candidate with the necessary skills to excel.

The Customer Service Representative (CSR) works to direct the day-to-day operations. The CSR must assist with organizing and conducting activities to ensure safe, cost-effective, and timely operating performance, verify routes are timely and communicate service issues to the appropriate personnel. The position is responsible for ensuring effective daily communication across operations. This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involve daily communication interaction with others.

Responsibilities and duties:

  • Collect all relevant information during phone calls with clients
  • Assist in dispatching drivers and providing directions to scheduled routes
  • Assist drivers with problems or issues that may arise relating to scheduling or changes requested by the client
  • Report and record all incidents to the appropriate personnel, communicating effectively and efficiently
  • Provide outstanding customer service in answering phones and responding to inquiries and requests
  • Provide timely, appropriate, and candid feedback regarding driver performance
  • Monitor driver?s time of departure, destination, and expected time of return
  • Establish rapport and conduct effective communication with clients while maintaining a customer-service oriented mindset
  • Ensure trips are assigned promptly, accurately and clients? needs are met, and operation performance is maximized
  • Identify and recommend improvements in processes and procedures to management
  • Document all client no shows and/or on-time-performance issues
  • Foster and influence positive morale within the team while providing quality customer service
  • Monitor daily system performance, evaluating for potential downtime or system centered issues
  • Review schedules and trip reconciliation daily


  • High School Diploma or GED required
  • Candidate must successfully pass a criminal background check