Job Description

What Will Your Job Look Like?

The Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system, regarding scheduling of non-emergent transportation and all other details of customer trips. The CSR is the front-line representative of the Company.

In office position Mon-Fri 8:30am-5pm Eastern Time at 4201 Patterson Ave Baltimore, MD 21215. You will have to work one weekend day a month.

What you’ll do:

• Participate in an extensive paid training program encompassing areas of customer service, computer applications, policy and procedure

• Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing company systems

• Listen and obtain information from callers in a professional, systematic and organized manner

• Acquire and maintain in-depth knowledge of, and adhere to, established Protocols and Procedures

• Assume responsibility for self-development and career progression

• Maintain flexibility in efforts to provide quality service to our members and help achieve business and operational goals

• Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by company standards

• May be required to work weekends and/or holidays, as needed

• Maintain confidential information standards within a fast paced environment

• Relate to a diversity of requests

• Identify with customer needs and circumstances

• Tactfully question and obtain necessary information

• Recognize, handle and refer situations of an emergent nature

• Regular attendance is required

• Ability to maintain high level of confidentiality

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.

• Customer service experience

Skills:

• Typing speed of 30 WPM or greater

• Knowledge Microsoft Outlook and Microsoft Word

• Exemplary communication and phone skills

• Ability to maintain high level of confidentiality

• Regular attendance is required

Even better if you have...

• Previous experience working in a customer service call center, preferred

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

Minimum Salary: $21/hr

Maximum Salary: $21/hr

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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