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Form of workJob Description
The Customer Service Representativeis the frontline representative and image of Medical Transportation Management (MTM). The Customer Service Representative will handle a variety of tasks which will increase in complexity as the Customer Service Representative’s skills progress, but will consist primarily of handling inbound calls from Members, Clients, and Facilities.
Essential Functions
- Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems to meet contract service levels
- Provide top-quality Customer Service experience to a diverse customer population
- Schedule trips in the most cost-effective manner
- Meet job-specific key performance indicators and goals
- Respond to all inquiries in a timely and professional manner
- Recognize, handle, and refer to situations of an emergent nature
- Respond to and document customer complaints
- Provide support on special projects as needed
- Some contact center locations may require face-to-face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs. As skills progress, may be selected to perform in a team lead role to support the Supervisor and team when needed
Knowledge, Skills, and Competencies
- 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 all established MTM and Employee Handbook guidelines
- Knowledge of Microsoft Outlook, Word, and Excel
- Strong and effective communication skills
- Ability to maintain a high level of confidentiality
- Ability to multi-task accurately
- Demonstrate effective problem-solving skills
- Maintain a positive & professional attitude
Required Education and Experience
- High School Diploma or GED
- College Degree, a plus
- Typing speed of 30 WPM or greater
- One year of Customer Service experience required
- Six months of experience working in a Customer Service contact center preferred
- Must be 18 years of age or older
Working Conditions
- This job operates in a professional office environment
- May be subject to adverse weather conditions during times of travel
Physical Requirements
- May require sitting in front of, and operating, a computer for extended periods
- Requires close visual acuity when operating a computer
- Must be able to communicate with others and comprehend instructions
- Requires light lifting and carrying
- Routinely uses standard office equipment such as computers, phones, and photocopiers
- Must be able to move around an office environment
Access to the grocery store, employment, medical care, and other community services are vital components of a healthy, productive life.
As communities are challenged with increasing access while containing costs, MTM Transit strives to achieve these goals while focusing on what matters most: the passenger. Helping the disabled, elderly, and other transportation disadvantaged populations with their transit needs is the core of our operations.
In 2009, MTM’s leadership created MTM Transit, to offer an unparalleled hands-on management approach for transportation needs. MTM Transit offers viable solutions that help public transit agencies connect the pieces of a community’s transportation options in an effort to increase fixed route utilization, reduce costs, and remove community barriers. From utilizing mobility management tools like assessments and travel training to promote public transit ridership, to fully managing the operation of fixed route and paratransit services, to overseeing quality assurance for multi-vendor transit systems, MTM Transit can help solve even your toughest transit challenges. We remain committed to providing quality transit services to individuals who, without reliable transportation, may be unable to take advantage of employment opportunities, get to the doctor, and access other community resources.
Over the past 12 years, MTM Transit has grown responsibly by focusing on the passenger experience and providing unparalleled hands-on management. We’ve also enhanced our service offerings, growing with our clients to offer innovative services like on-demand microtransit systems.
As communities are challenged with increasing access while containing costs, MTM Transit strives to achieve these goals while focusing on what matters most: the passenger. Helping the disabled, elderly, and other transportation disadvantaged populations with their transit needs is the core of our operations.
In 2009, MTM’s leadership created MTM Transit, to offer an unparalleled hands-on management approach for transportation needs. MTM Transit offers viable solutions that help public transit agencies connect the pieces of a community’s transportation options in an effort to increase fixed route utilization, reduce costs, and remove community barriers. From utilizing mobility management tools like assessments and travel training to promote public transit ridership, to fully managing the operation of fixed route and paratransit services, to overseeing quality assurance for multi-vendor transit systems, MTM Transit can help solve even your toughest transit challenges. We remain committed to providing quality transit services to individuals who, without reliable transportation, may be unable to take advantage of employment opportunities, get to the doctor, and access other community resources.
Over the past 12 years, MTM Transit has grown responsibly by focusing on the passenger experience and providing unparalleled hands-on management. We’ve also enhanced our service offerings, growing with our clients to offer innovative services like on-demand microtransit systems.
