CCR - Public Transit

MTM, Inc; Missouri; 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. is seeking a Customer Care Representative to serve as the frontline contact for Members, Clients and Facilities. You will verify eligibility, coordinate non-emergent transportation, and schedule trips while meeting performance goals in a fast-paced environment.

The role requires high school completion, 1 year in a call center, and strong multitasking and confidentiality skills. Some locations may involve face-to-face interactions; there are growth opportunities into team lead roles.

Qualifications

• High School Diploma or GED required.
• 1 year of call center experience preferred.
• 6 months of customer service experience required.
• Experience using PC and MS Office.
• Strong communication and confidentiality skills.

Responsibilities

• Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate transportation.
• Provide top-quality customer service to diverse population.
• Schedule trips in a cost-effective manner.
• Meet KPIs and respond to inquiries promptly.
• Recognize and refer emergent situations.
• Respond and document customer complaints.
• Some locations may require face-to-face interactions with members.
• As skills progress, may take a team lead role to support Supervisor and team.

Skills

Microsoft Outlook

Microsoft Word

Microsoft Excel

Communication skills

Confidentiality

Multitasking

Problem solving

Teamwork

Independent work

Computer navigation

Education

High School Diploma or GED

College Degree

Tools

Microsoft Office Suite

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 neededWhat 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 screensSkills:* 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 PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership 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.