Job description


Customer Service Representative

Have you considered being a Call Center Customer Service Representative? Now is your chance!

We need full-time Call Center Customer Service Representatives in McHenry, Illinois to handle inbound calls according to the Operations and Procedures Manual and the Senior CSR Duties Manual. We are seeking compassionate, driven, team-oriented people to serve our elderly and disabled customers by supporting them with transportation solutions. If you are ambitious, good with people, and enjoy a diverse community, then you will enjoy this role working with our friendly cross-functional team.

That is why our employees call this the “love-what-you-do” line of work!

 Our Call Center Customer Service Representatives enjoy:

  • $19.00 /HR
  • Paid Training Provided!
  • Friendly Office Environment
  • Vast Opportunities for Advancement

Our Call Center Customer Service Representatives are responsible for:

  • Treat each caller with courtesy, dignity and respect the caller’s right to privacy. This includes 
    both Medicaid clients and transportation companies. 
  • Accurately follow and explain policy and procedures as outlined in the Operations and 
    Procedure Manual. 
  • Correctly enter data into software system to record transportation type, pickup time, 
    appointment times, addresses, provider assigned, etc. 
  • Document trip authorization according to the Operation and Procedure Manual. 
  • Meet or exceed established performance requirements 
  • Adhere to work schedule in order to handle the call volume and contractual requirements 
  • Respond to customer inquires and problems providing timely and accurate information or 
    directing inquires to supervisors 
  • Remains informed on new policy and procedures and other general information of interest to 
  • Assist Customer Service Representatives when needed 
  • Maintain all specialty trips, includes re-occurring, ie. mental health. 
  • Input and maintain data in the special databases. This includes: friends and family, rates, 
    special rates, complaints, transportation tables, Multiapp, doctor address adds, OFS/welfare, 
    medical referrals, verifications, cancels, rate corrections, reassigns, faxes, Passport portal, 
    prior authorization and survey databases. 
  • All other duties assigned

To qualify as a Call Center Customer Service Representative, you’ll need:

  • A minimum of a High School diploma or GED
  • Able to operate a computer and standard telephone system. Exercise business telephone 
    etiquette as outlined in the Operations and Procedure Manual and communicate clearly. 
  • Successfully complete probationary period for Customer Service Representative or have 2 
    years related customer service or call center experience.

First for a Reason   


We offer competitive compensation and benefits, including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.   

Diversity & Inclusion  

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.  

Professional Advancement  

Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 18-month Aspiring Manager Program prepares future leaders at First Transit.  

Extensive Training  

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.  

Community Service & Impact  

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Transit and First Vehicle Services in your community, you’ll have a positive impact on others.  


We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.

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55819 - Crystal Lake, IL
5007 Prime Parkway, McHenry, Illinois, United States, 60050
  • Company:
    First Transit
  • Terms and Conditions Type:
    Full Time
  • City:
  • State / Province:
  • Job Category:
    Operations Support
  • Location Contact Telephone Number:
  • Vacancy Number:
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