In-Office Customer Service Rep

MTM Transit•Phoenix, AZ

3d•$19 - $22•Onsite

About The Position

MTM Transit is seeking a Customer Service Representative to be the frontline representative and image of Medical Transportation Management Transit. This role involves handling a variety of tasks including phone calls, general clerical duties, data entry, processing picture IDs, managing customer requests, and providing receptionist and administrative support. The position is based in our Phoenix, AZ office and operates Monday through Friday from 8 am to 5 pm Arizona time.

Requirements

High School Diploma or GED
Typing speed of 30 WPM or greater
1 year customer service experience required
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
Ability to maintain a high level of confidentiality
Ability to multi-task 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

Nice To Haves

6 months’ experience working in a customer service contact center preferred
Knowledge of Trapeze software preferred
College Degree
Bilingual in Spanish

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
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 up-to-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 check-in 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 MTM’s attendance policy