CCR - Public Transit

MTM Transit•Lake Saint Louis, MO

4d•Onsite

About The Position

The Customer Care Representative is the frontline representative and image of MTM Health. The Customer Care Representative will handle a variety of tasks which will increase in complexity as the Customer Care Representative’s skills progress, but will consist primarily of handling inbound calls from Members, Clients and Facilities.

Requirements

High School Diploma or GED
1 year of Call Center experience
6 months Customer Service experience
Previous work-related experience working on a personal computer (PC), navigating through computer systems and screens
Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTM’s Transportation Provider Network
Adhere to all established MTM and Employee Handbook guidelines
Knowledge of Microsoft Outlook, Word and Excel
Strong and effective communication skills
Ability to maintain a high level of confidentiality
Ability to multi-task accurately
Demonstrate effective problem-solving skills
Maintain positive & professional attitude
Ability to rely on provided resources and quickly research responses
Strong computer navigation skills
Must be dependable and comfortable working independently as well as part of a team where expertise is shared and feedback is welcomed

Nice To Haves

College Degree, a plus

Responsibilities

Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels
Provide top-quality customer service experience to a diverse customer population
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
Recognize, handle and refer situations of an emergent nature
Respond and document customer complaints
Provide support on special projects as needed
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