MTA Customer Service Representative

MTM Transit•Baltimore, MD

1d•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 8:30am-5pm Eastern Time at 4201 Patterson Ave Baltimore, MD 21215. The role requires working one weekend day a month. MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, MTM Health leverages its core competencies in managing customer service operations and building provider networks. MTM Health's five core values guide its employees in providing the highest quality customer experience possible and helping clients achieve their goals: Respect Individuals, Collaborate to Innovate, Deliver Value, Align with Clients, and Act with Integrity. The company aims to empower employees to thrive, innovate, and lead with impact, offering a culture recognized for being a Top Workplace and Best Place to Work, with honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs.

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