No Show Specialist

MTM Transit•Hyattsville, MD

10d•Onsite

About The Position

The No Show Specialist is responsible for general departmental support to the Quality Management staff, including prompt responses to all no show and late inquiries received. This position is responsible for the clear and accurate documentation, tracking, monitoring and reporting of all no show activities for designated MTM clients.

Requirements

High school diploma or G.E.D. equivalent
Typing skills 30 wpm
Minimum 6+ months previous customer service experience
Excellent communication skills, with an emphasis on grammar and spelling
Ability to tactfully question and obtain information
Demonstrated ability to handle multiple priorities
Excellent organizational and interpersonal skills
Superior problem solving skills
Ability to maintain high level of confidentiality
Willingness to commit to the departmental goals and meet deadlines consistently

Nice To Haves

Knowledge of Microsoft Outlook, Word and Excel
Willingness to learn Trapeze system
Extensive knowledge of Client protocol and procedures

Responsibilities

Review and document various trips daily to ensure that the MetroAccess protocols and procedures are being documented accurately
Manage late cancellation and no-show review processes
Serve as the telephone point of contact for customers who wish to dispute or excuse a trip deemed to be in violation of the No Show Policy
Update system with proper code changes
Mail warning and suspension letters via regular and certified mail
Ensure thorough and concise documentation of all no show activities per Client contracts
Enter data into applicable data tracking systems to ensure accuracy
Assist with the development of recommendations for improvement and enforcement of all Client no show policies
Job share with other members of the department to ensure adequate coverage at all times
Provide departmental support for various quality functions as needed
Perform other duties as assigned
Maintain regular attendance