Customer Service Representative

MTM Transit•Baltimore, MD

7d•Onsite

About The Position

The Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system, regarding scheduling of non-emergent transportation and all other details of customer trips. The CSR is the front-line representative of the Company.

Requirements

Typing speed of 30 WPM or greater
Knowledge Microsoft Outlook and Microsoft Word
Exemplary communication and phone skills
Ability to maintain high level of confidentiality
Regular attendance is required
High School Diploma or G.E.D.
Minimum one (1) year of phone-based customer service experience
Strong communication and presentation skills
Proficiency in MS Office Suite
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

Familiarity with CRM (Customer Relationship Management) systems preferred

Responsibilities

Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure
Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems
Listen and obtain information from callers in a professional, systematic and organized manner
Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures
Assume responsibility for self-development and career progression
Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals
Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards
May be required to work weekends and/or holidays, as needed
Maintain confidential information standards within a fast paced environment
Relate to a diversity of requests
Identify with customer needs and circumstances
Tactfully question and obtain necessary information
Recognize, handle and refer situations of an emergent nature