About this role
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.
Location: Baltimore, MD Starting Pay Rate: $22.50
What You’ll Do (Essential Functions)
• 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 What We’re Looking For (Knowledge, Skills & Abilities)
• 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
Qualifications
• High School Diploma or G.E.D. • Minimum one (1) year of phone-based customer service experience • Strong communication and presentation skills • Proficiency in MS Office Suite • Ability to multi-task, prioritize, and manage time effectively • Familiarity with CRM (Customer Relationship Management) systems 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 • Tuition Reimbursement • Perks Discount Program • Leadership Mentoring Opportunities
Equal Opportunity Employer: MTM Transit is an equal opportunity employer. MTM Transit 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 Transit's People & Culture. #MTMTransit