In-Office Customer Service Rep

MTM, Inc; Phoenix (AZ); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with 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 Transit in Phoenix, AZ is hiring a Customer Service Representative to serve as the face of the company. You will handle calls, data entry, scheduling, and reception while maintaining confidentiality and a professional demeanor.

The role emphasizes bilingual English/Spanish communication, strong organizational skills, and the ability to work across multiple software systems in a fast-paced environment. This on-site position runs Monday through Friday in the Phoenix office.

Qualifications

• High school diploma or GED required.
• 1 year customer service experience required.
• Bilingual in English and Spanish preferred.
• Proficiency in Microsoft Outlook, Word and Excel.
• Able to operate multiple software systems concurrently.
• Maintain confidentiality and HIPAA compliance.

Responsibilities

• Handle inbound/outbound calls with Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation.
• Enter customer contact information accurately into the system.
• Schedule trips efficiently to meet contract service levels and KPI goals.
• Respond to inquiries promptly and professionally; document complaints.
• Provide reception and administrative support; manage vendor files and office equipment.

Skills

Typing speed 30 WPM

1 year customer service experience

Bilingual English/Spanish

Strong communication

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Trapeze software

Job description

Make a DifferenceAt MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential.What will your job look like?The Customer Service Representative is the frontline representative and image of Medical Transportation Management Transit. The Customer Service Representative will handle a variety of tasks, which include phone calls (both outgoing and incoming calls), general clerical tasks, data entry, process picture ID’s, handle customer requests, and receptionist and administrative support.This position sits in our Phoenix, AZ office working Mon-Fri. Hours of operations are 8am-5pm Arizona time.Location: 4600 East Washington Street Phoenix, AZ 85034What 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 levelsProvide top-quality customer service experience to a diverse customer populationEnter Customer Contact information into appropriate software system, ensure accuracy of data entriesConduct outbound phone callsSchedule trips in the most cost effective mannerMeet job specific key performance indicators and goalsRespond to all inquiries within a timely and professional mannerRespond and document customer complaintsProvide support on special projects as neededMaintain daily customer scheduling for Eligibility staffCollect, track and maintain all monies collected for replacement IDsMaintain confidentiality and comply with HIPPA regulationsAnticipate needed supplies and order replacement supplies in a timely mannerManage all office equipment, including printers and photocopier, serving as point of contact for VendorsMaintain vendor files, monitor service and recommend alternative suppliers as appropriateDesign filing systems, document scanning and ensure they are maintained and up-to- date electronically Provide comprehensive reception coverage while maintaining a high level of professionalismEnsure all staff and visitors are greeted in a pleasant and professional mannerProject a professional image of MTMEstablish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners and the general public Communicate professionally with Leadership both internally and externallyAssist with check-in for In person assessmentsTake photos of all customers and create identification cardsMaintain program spreadsheetsSome 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 neededRegular attendance required for assigned shifts and as outlined by MTM’s attendance policyWhat you’ll need:Experience, Education & Certifications:High School Diploma or GEDTyping speed of 30 WPM or greater1 year customer service experience requiredFluent in both English and SpanishSkills:Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTM’s Transportation Provider NetworkAdhere to all established MTM and Employee Handbook guidelinesKnowledge of Microsoft Outlook, Word and ExcelAbility to maintain a high level of confidentialityAbility to multi-task accuratelyDemonstrate effective problem solving skillsMaintain positive & professional attitudeAbility to work in multiple software systems at once along with strong computer navigation skillsExemplary communication and phone skillsExcellent customer service skillsExcellent organizational skillsAbility to work independently and as part of a teamAbility to identify with customer needs and circumstancesAbility to handle multiple tasks and situations in a fast pace environmentEven better if you have...6 months’ experience working in a customer service contact center preferredKnowledge of Trapeze software preferredCollege DegreeBilingual in SpanishWhat’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 OpportunitiesSalary Min: $19/hrSalary Max: $22/hrThis 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.#MTMTransit