In-Office Customer Service Rep

MTM Transit•Orange, CA

17h•Onsite

About The Position

The In-Office Customer Service Representative is a frontline representative and image of Medical Transportation Management (MTM). The role handles incoming and outgoing phone calls, clerical tasks, data entry, picture IDs, customer requests, and receptionist and administrative support. The position is based in-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, assists with in-person assessments, creates customer identification cards, maintains scheduling and program records, and supports office operations. Some contact center locations may require face-to-face assistance with general service questions, bus pass sales, or mileage reimbursement logs.

Requirements

High school diploma or GED equivalent.
One year of customer service experience.
Ability to type 30 words per minute.
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 MTM guidelines and Employee Handbook requirements.
Knowledge of Microsoft Outlook, Word, and Excel.
Ability to maintain a high level of confidentiality.
Ability to multitask accurately.
Effective problem-solving skills.
Positive and professional attitude.
Ability to work in multiple software systems simultaneously and strong computer navigation skills.
Strong communication and phone skills.
Excellent customer service skills.
Excellent organizational skills.
Ability to work independently and as part of a team.
Ability to recognize and respond to 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 handling inbound calls in a customer service contact center.
Bilingual in Spanish.

Responsibilities

Handle inbound calls from members, clients, and facilities to verify eligibility and coordinate non-emergency 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 system and ensure data accuracy.
Make outbound phone calls and schedule trips in the most cost-effective manner.
Meet job-specific key performance indicators and goals.
Respond to inquiries promptly and professionally; respond to and document customer complaints.
Support 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 replacements 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 filing systems, manage document scanning, and keep electronic records current.
Provide comprehensive reception coverage and greet staff and visitors pleasantly and professionally.
Project a professional image of MTM 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 contact center locations, answer members’ general questions face-to-face, sell bus passes, or receive mileage reimbursement logs.
As skills progress, may be selected to perform a team lead role supporting the supervisor and team.
Maintain regular attendance for assigned shifts in accordance with MTM’s attendance policy.