In-Office Customer Service Rep

MTM Transit•Orange, CA

2d•Onsite

About The Position

The In-Office Customer Service Representative is the frontline representative and image of Medical Transportation Management (MTM). The role handles incoming and outgoing calls, clerical tasks, data entry, picture IDs, customer requests, and receptionist and administrative support. The position is based in the office Monday through Friday at 1347 W Trenton Ave, Orange, CA 92867. The representative supports members, clients, and facilities by verifying eligibility and coordinating non-emergency transportation and paratransit services. The role also provides reception coverage, helps with in-person assessments, maintains customer and program records, and supports office operations. Some contact center locations may involve face-to-face member interactions, selling bus passes, or receiving mileage reimbursement logs. With experience, the employee may be selected to perform team lead duties when needed.

Requirements

High school diploma or GED equivalent.
At least 1 year of customer service experience.
Ability to type 30 words per minute.
Ability to acquire and maintain in-depth knowledge of, and adhere to, Client Protocols, Departmental Policies and Procedures, and MTM’s Transportation Provider Network.
Adhere to MTM and Employee Handbook guidelines.
Knowledge of Microsoft Outlook, Word, and Excel.
Ability to maintain a high level of confidentiality.
Ability to multitask accurately.
Effective problem-solving skills.
Maintain a positive and professional attitude.
Ability to work in multiple software systems at once and strong computer navigation skills.
Strong communication and phone skills.
Excellent customer service and 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-paced environment.

Nice To Haves

Knowledge of Trapeze software.
College degree.
Six months of experience working in a customer service contact center handling inbound calls.
Bilingual in Spanish.

Responsibilities

Handle inbound calls from members, clients, and facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services using transportation management systems.
Provide high-quality customer service to a diverse customer population.
Enter customer contact information into the appropriate software and ensure data accuracy.
Conduct outbound phone calls.
Schedule trips in the most cost-effective manner.
Meet job-specific key performance indicators and goals.
Respond to inquiries in a timely and professional manner.
Respond to and document customer complaints.
Provide support on special projects as needed.
Maintain daily customer scheduling for Eligibility staff.
Collect, track, and maintain monies collected for replacement IDs.
Maintain confidentiality and comply with HIPAA regulations.
Anticipate supply needs and order replacement supplies in a timely manner.
Manage office equipment, including printers and photocopiers, and serve as the vendor point of contact.
Maintain vendor files, monitor service, and recommend alternative suppliers as appropriate.
Design and maintain filing systems and ensure documents are scanned and kept current electronically.
Provide comprehensive reception coverage and greet staff and visitors pleasantly and professionally.
Project a professional image of MTM.
Establish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners, and the public.
Communicate professionally with internal and external leadership.
Assist with check-in for in-person assessments.
Take customer photos and create identification cards.
Maintain program spreadsheets.
At some locations, answer members’ general questions face to face, sell bus passes, or receive mileage reimbursement logs.
As skills progress, potentially serve in a team lead role to support the Supervisor and team when needed.
Maintain regular attendance for assigned shifts in accordance with MTM’s attendance policy.