Customer Service Representative
Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
At MTM Transit it is never just a ride its personal. We understand that our passengers deserve personalized attention and exceptional care and to us every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation collaboration and growth. If you are passionate driven and ready to join a team where your work will directly transform and shape our industry then we want to talk to you!
What Will Your Job Look Like
The Customer Service Representative is the frontline representative and image of Medical Transportation Management (MTM). The Customer Service Representative will handle a variety of tasks which include phone calls (both outgoing and incoming calls) general clerical tasks data entry process picture IDs handle numerous other customer requests and receptionist and administrative support.
This position will be at the OC Access MTM location at 1347 W Trenton Ave Orange CA 92867.
What youll do:
- Handle inbound calls from Members Clients and Facilities to verify eligibility and coordinate nonemergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels
- Provide topquality customer service experience to a diverse customer population
- Enter Customer Contact information into appropriate software system ensure accuracy of data entries
- Conduct outbound phone calls
- Schedule trips in the most cost effective manner
- Meet job specific key performance indicators and goals
- Respond to all inquiries within a timely and professional manner
- Respond and document customer complaints
- Provide support on special projects as needed
- Maintain daily customer scheduling for Eligibility staff
- Collect track and maintain all monies collected for replacement IDs
- Maintain confidentiality and comply with HIPPA regulations
- Anticipate needed supplies and order replacement supplies in a timely manner
- Manage all office equipment including printers and photocopier serving as point of contact for Vendors
- Maintain vendor files monitor service and recommend alternative suppliers as appropriate
- Design filing systems document scanning and ensure they are maintained and upto date electronically
- Provide comprehensive reception coverage while maintaining a high level of professionalism
- Ensure all staff and visitors are greeted in a pleasant and professional manner
- Project a professional image of MTM
- Establish and maintain effective working relationships with employees supervisors other agencies participants external partners and the general public
- Communicate professionally with Leadership both internally and externally
- Assist with checkin for In person assessments
- Take photos of all customers and create identification cards
- Maintain program spreadsheets
- Some contact center locations may require face to face contact with members to answer general questions about services provided selling bus passes or receiving mileage reimbursement logs. As skills progress may be selected to perform in a team lead role to support Supervisor and team when needed
- Regular attendance required for assigned shifts and as outlined by MTMs attendance policy
What youll need:
Experience Education & Certifications:
- High School diploma or G.E.D equivalent
- 1 year of customer service experience
Skills:
- Ability to type 30 wpm
- Acquire and maintain indepth knowledge of and adhere to established Client Protocols Departmental Policies and Procedures and MTMs Transportation Provider Network
- Adhere to all established MTM and Employee Handbook guidelines
- Knowledge of Microsoft Outlook Word and Excel
- Ability to maintain a high level of confidentiality
- Ability to multitask accurately
- Demonstrate effective problem solving skills
- Maintain positive & professional attitude
- Ability to work in multiple software systems at once along with strong computer navigation skills
- Exemplary communication and phone skills
- Excellent customer service skills
- Excellent organizational skills
- Ability to work independently and as part of a team
- Ability to identify with customer needs and circumstances
- Ability to handle multiple tasks and situations in a fast pace environment
- Knowledge of Trapeze software preferred
Even better if you have...
- College Degree
- 6 months of working in a customer service contact center inbound calls
Starting Salary of $20/hr.
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.
#MTMTransit
Required Experience:
Unclear Seniority
Employment Type
Full-Time
