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Form of workMTM continues to grow and we are looking for an MTA Customer Service Representative. This is a work in the office position supporting our Baltimore, MD location.
What Will Your Job Look Like?
The MTA Customer Service Representativewill investigate and monitoring of all customer complaints, comments, and compliments in accordance with MTA Mobility compliance requirements and MTM quality management policies and procedures.
What You’ll Do:
- Investigate and monitor Customer Service intake, investigation and respond in compliance with MTA policies and procedures
- Resolve complaints to ensure that safe and professional high-quality Customer Service is emphasized and reinforced in all phases of service to Mobility customers
- Process investigation and resolution of customer complaints within five business days
- Communicate results to customers with respect to MTA Mobility requirements
- Follow up immediately on responses that are not submitted within the specified timeframe
- Document all educations and actions taken in response to resolve complaints
- Report all uncorrected or reoccurring service deficiencies to MTM leadership
- Track and trend complaint issues by type and provide recommended action based on identified areas of concern
- Attend client meetings upon request including complaint committee meetings
What You’ll need:
- High school degree or G.E.D.
- Knowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required and a detailed understanding of Trapeze is a plus
Even better if you have:
- Knowledge and understanding of the travel needs of Clientele
- Advanced analytical use of computers for word processing, spreadsheet analysis, database management and development of presentations
- Ability to multi-task, prioritize work and collaborate effectively under pressure
- Experience with ADA paratransit services, public transportation and call center oversight, preferred
- Strong interpersonal and supervisory skills
- Knowledge of appropriate maintenance processes
- Excellent time management skills
- Flexibility to work a variety of work schedule/hours
- Ability to maintain high level of confidentiality
- Demonstrated history of high performance in Customer Service
- Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
- Proven experience dealing with conflict management and resolution
- Knowledge of Paratransit guidelines, preferred
Salary:
Min: $21.00
Max: $21.00
What’s in it for you:
- Health and Life Insurance Plans
- Dental and Vision Plans
- 401(k) with a company match
- Flexible Scheduling
- Paid Time Off and Holiday Pay
- Maternity/Paternity Leave
- Birthday Holiday
- Casual Dress Environment
- Tuition Reimbursement
- MTM Perks Discount Program
- Milestone Anniversary One Month Sabbatical
- Leadership Mentoring Opportunities
We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.
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