DCS Customer Service Representative - Phoenix, United States - MTM

    MTM
    MTM Phoenix, United States

    2 weeks ago

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    Description

    The DCSCustomer Service Representative is the frontline representative and image of Medical Transportation Management (MTM). The DCS Customer Service Representative will handle a variety of tasks which will increase in complexity as the DCSCustomer Service Representative's skills progress, but will consist primarily of handling inbound calls from the Department of Child Safety (DCS) members.

    Essential Functions

    • Handle inbound calls from DCS Members to verify eligibility and coordinate non-emergent transportation, 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 member complaints
    • Provide support on special projects as 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
    • A College Degree is 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