Subject Matter Expert (SME)

We’re hiring.
Ubiquity is currently seeking for Subject Matter Expert to join our team of exceptionally skilled and committed non-medical emergency transportation specialists in our Omaha, NE office

We’re made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!

What we do.
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 200+brands and counting.

We want you.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.

Job Responsibilities:

• Monitor call queues and work with different departments to maintain an average speed of answer of 30 seconds or below and a shift call abandonment rate of 3% or below when delegated by management.
• Understands all facets of operations including but not limited to fleet dispatch, vendor dispatch, and all call types.
• Works as a first line of de-escalation for complaints received through the call center and escalates complaints to the Supervisor when appropriate.
• Monitors breaks of office staff and reports any deficiencies in coverage
• Handles reservation & activation calls.
• Notifies staff of updated Policies and Procedures from the health plan.
• Provides the Supervisor with feedback on staff.
• Notifies Supervisor of staff downtime to ensure time can be filled with tasks.
• Conducting trip verification for the next day; ensuring all trips have been correctly entered and assigned.
• Assists with general IT troubleshooting.
• Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Schedule is flexible.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Night shift

Supplemental pay types:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Omaha, NE 68164: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person