Customer Service Representative - Tucson, United States - MTM

Description

The Customer Service Representative is 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

• 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

• 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

• 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