Retention and Recovery Specialist

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for interacting with clients and client representatives via phone, email and or mail to secure the return of company rental equipment. This includes receiving, investigating and responding to all customer inquiries regarding shipments, products and complaints.

This role…

• Interacts with external and internal customers in a professional, helpful and courteous manner.

• Manages incoming phone calls by responding to requests and assisting with inquiries.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions.

• Implements solutions to issues and /or escalates unresolved issues.

• Answers client questions using scripted and non-scripted responses.

• Records details of calls and messages.

• Maintains access to, and security of, highly sensitive materials.

• Refers client complaints to appropriate parties.

• Maintains protocol information supplied from reference materials, memos, and training sessions.

• Places outbound calls to clients and client representatives to discuss returning company equipment.

• Recognizes, documents, and alerts manager of trends in calls and communications received.

• Maintains detailed files for documentation.

• Updates customer files, as warranted.

• Attempts to convert clients who lose coverage through government agencies/third parties to private pay clients and persuades clients to reconsider cancellation.

• Identifies root causes and recommends process improvements in order to prevent future problems.

• Maintains project productivity and quality goals.

• Participate in other projects or duties as assigned.

We are interested in speaking to individuals with the following…

• High School Diploma or GED required.

• Zero (0) plus years of experience.

• Or equivalent combination of education and/or experience.

• Self-motivation and the ability to work independently and with teams.

• Proficient in the use of Word, Excel, Outlook, and PowerPoint.

• Excellent oral and written communication skills.

• Proficient in managing multiple tasks as the same time.

• Ability to work flexible hours and overtime when needed.

Hourly Rate: $17.00 an Hour!

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. 

Extended periods of sitting; frequent telephone, headset, and computer use; data entry; occasional standing and walking; lifting up to 10 lbs. 

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com