Customer Service Representative

MTM Transit • Baltimore, MD

13d • 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. This is an in-office position, Monday-Friday, 8:30 am - 5:00 pm Eastern Time, located at 4201 Patterson Ave, Baltimore, MD 21215. You will have to work one weekend day a month.

Requirements

• High School Diploma or G.E.D.
• Customer service experience
• 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

Nice To Haves

• Previous experience working in a customer service call center, 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
• Regular attendance is required
• Ability to maintain high level of confidentiality

Benefits

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED