MTM is growing and hiring a Customer Service Representative to join our MO team.What Will Your Job Look Like?The Customer Service Representative is the front-line representative and image of Medical Transportation Management (MTM). 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 IDs, handle customer requests, and receptionist and administrative support.This position is located at our office in downtown Saint Louis, MO and is 100% in office. The schedule is Monday-Friday, with a rotating schedule of 7:30am-4pm and 8am-4:30pm.What Youll 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
Enter Customer Contact information into appropriate software system, ensure accuracy of data entries
Conduct outbound phone calls
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
Respond and document customer complaints
Provide support on special projects as needed
Maintain daily customer scheduling for Eligibility staff
Collect, track and maintain all monies collected for replacement IDs
Maintain confidentiality and comply with HIPPA regulations
Anticipate needed supplies and order replacement supplies in a timely manner
Manage all office equipment, including printers and photocopier, serving as point of contact for Vendors
Maintain vendor files, monitor service and recommend alternative suppliers as appropriate
Design filing systems, document scanning and ensure they are maintained and up-to- date electronically
Provide comprehensive reception coverage while maintaining a high level of professionalism
Ensure all staff and visitors are greeted in a pleasant and professional manner
Project a professional image of MTM
Establish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners and the general public
Communicate professionally with Leadership both internally and externally
Assist with check-in for In person assessments
Take photos of all customers and create identification cards
Maintain program spreadsheets
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
Regular attendance required for assigned shifts and as outlined by MTMs attendance policy
What Youll need:
High School Diploma or GED
College Degree, a plus
Typing speed of 30 WPM or greater
One year customer service experience required
Six month experience working in a customer service contact center preferred
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Even better if you have
Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTMs Transportation Provider Network
Adhere to all established MTM and Employee Handbook guidelines
Knowledge of Microsoft Outlook, Word and Excel
Ability to maintain a high level of confidentiality
Ability to multi-task accurately
Demonstrate effe tive problem solving skills
Maintain positive and professional attitude
Ability to work in multiple software systems at once along with strong computer navigation skills
Exemplary communication and phone skills
Excellent customer service skills
Excellent organizational skills
Ability to work independently and as part of a team
Ability to identify with customer needs and circumstances
Ability to handle multiple tasks and situations in a fast pace environment
Knowledge of Trapeze software preferred
Whats 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
Tuition Reimbursement
Leadership Mentoring Opportunities
Hourly Rate: $17.48This 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 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 MTMs People and Culture.#MTMTRANSITEqual Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity