CCR - Public Transit

MTM, Inc.; Lake Saint Louis (MO); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with a company match

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

Job summary

MTM, Inc. seeks a Customer Care Representative to be the frontline voice for Members, Clients and Providers. You will handle inbound calls, verify eligibility, coordinate non-emergent transportation, and document interactions in our transportation management system.

The role offers daytime hours, a team environment, and opportunities to progress. A high school diploma or GED, at least one year in a call center, and strong communication and computer skills are required.

Qualifications

• High School Diploma or GED required.
• 1 year of Call Center experience preferred.
• 6 months Customer Service experience preferred.
• Experience using PC-based systems.

Responsibilities

• Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate transportation services.
• Provide high-quality customer service to a diverse population.
• Schedule trips in a cost-effective manner.
• Meet KPIs and respond to inquiries promptly.
• Document and refer emergencies as needed.

Skills

Communication skills

Confidentiality

Multi-tasking

Problem solving

Teamwork

Independent work

Research skills

Customer service

PC navigation

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Transportation management systems

Job description

What will your job look like?

The Customer Care Representative is the frontline representative and image of MTM Health. The Customer Care Representative will handle a variety of tasks which will increase in complexity as the Customer Care Representative’s skills progress, but will consist primarily of handling inbound calls from Members, Clients and Facilities.

Location: 16 Hawk Ridge Circle, Lake St. Louis, MO 63367

Hours: Monday - Friday 7am - 3:30pm CST

What you’ll do:

• Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order 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 within a timely and professional manner
• Recognize, handle and refer situations of an emergent nature, Respond 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 Supervisor and team when needed

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or GED
• 1 year of Call Center experience
• 6 months Customer Service experience
• Previous work-related experience working on a personal computer (PC), navigating through computer systems and screens

Skills:

• 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 positive & professional attitude
• Ability to rely on provided resources and quickly research responses
• Strong computer navigation skills
• Must be dependable and comfortable working independently as well as part of a team where expertise is shared and feedback is welcomed

Even better if you have:

• College Degree, a plus

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

At MTM, we believe that taking care of our employees and the people they love is the foundation of a healthy, thriving organization. That's why we're proud to offer a comprehensive, people-first benefits program designed to support every stage of your wellness journey.

Hourly Wage: $18

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. 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 this 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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