Escalation Call Center Agent- WellTrans

Salary :

$17 - 20 hourly

Company : Professional Management Enterprises

Job Type : Full Time

Indianapolis, In

Job Description - Escalation Call Center Agent- WellTrans

Location: Indianapolis, IN
Job Type: Full-Time

WellTrans NEMT is hiring Escalation Agents to support our growing call center. This role handles complex issues, urgent trip concerns, and calls that require advanced problem-solving. Escalation Agents work closely with internal teams to resolve service failures, support stranded members, and ensure a positive and safe experience for all.

Responsibilities

Handle escalated or urgent member and provider calls

De-escalate frustrated callers with professionalism and empathy

Investigate and resolve complex trip issues (delays, missed trips, safety concerns)

Coordinate with Routing, Dispatch, Provider Relations, and leadership

Provide real-time follow-up and complete accurate documentation

Identify when formal complaints must be submitted through the correct channels

Support Member Advocates with questions related to escalation criteria

Why Join WellTrans

Growing statewide NEMT leader

Opportunities for advancement

Supportive leadership and team environment

Meaningful work helping members access essential care

Requirements

At least 5 years of customer service experience with at least 3 years in a call center setting
Strong de-escalation and problem-solving skills
Excellent communication and documentation abilities
Ability to stay calm under pressure and manage high-severity situations
Must work on-site (no remote options)

Salary Description

17.00/hour

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Escalation Call Center Agent- WellTrans

Job Description - Escalation Call Center Agent- WellTrans

Requirements

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