Call Center Customer Service Representative (WV)

Consider a Career at MTM

From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Association’s Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can’t find what you are looking for, please check out our affiliate Ride Right for more opportunities.

The Call Center Customer Service Representative (CSR) handles incoming calls received via an automated call distribution (ACD) system regarding scheduling of transportation and all other details of customer trips. The CSR handles internal and external customer questions, complaints and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

PRIMARY JOB FUNCTIONS:
The CSR provides outstanding service while also achieving operating performance ratings of meeting or exceeding Customer Service Center (CSC) production standards for their career level. CSR responsibilities include the following:

Manage calls in a personal, systematic and organized manner following departmental guidelines and utilizing proper use of terminology. Route calls internally using appropriate CSC guidelines.

Actively listen and probe callers in a professional and timely manner to determine purpose of the calls. Research and articulately communicate information to callers while maintaining confidentiality.

Comprehensively assemble and enter member and provider information into the appropriate system to initiate the requested transportation services. Perform necessary follow-up tasks to ensure member or provider’s needs are completely met.

Assume full responsibility for self-development and career progression.

Acquire and maintain in-depth knowledge of, and adhere to, established CSC Protocols and Procedures and MTM’s Transportation Provider Network.

Proactively seek and participate in ongoing training (formal and informal) in all aspects of the Customer Service Representative role. Remain responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers.

Demonstrate flexibility in areas such as job duties and schedule in order to aid the CSC in better serving its members and help MTM achieve its business and operational goals.

Maintain Average Handling Time as outlined by the department head for the CSC

Maintain Quality Scores as outlined by the department head for the CSC

Maintain Trip Accuracy as outlined by the department head for the CSC

Maintain compliance with levels of discipline as outlined by the department head for the CSC

Maintain acceptable attendance as outlined by the corporate attendance policy

KNOWLEDGE, SKILLS, AND ABILITIES:
Understanding of local resources preferred.

Where required, employee must be proficient in English and designated language both verbal and written.

Typing speed of 30 WPM or greater is required.

Ability to work in a fast-paced, customer focused environment is required.

Exemplary written communication and phone skills are required.

Ability to relate to a diversity of customers and requests is required.

Ability to identify with customer needs and circumstances are required.

Excellent interpersonal and organizational skills are required

Punctuality and excellent attendance are critical and are required.

Ability to maintain confidentiality in accordance with HIPAA regulations is required.

Must be flexible to work weekends and/or holidays as required.

Must meet the minimum age requirement of 18 years.

EDUCATION and EXPERIENCE:
High school diploma or GED is required.

Six months recent customer service and/or sales experience required.

Previous experience working in a Call Center is preferred.

Benefits include: paid time off, paid holidays, insurance plans, 401K, plus a fun and family-oriented culture.

The operational hours of this office in Charleston, WV, are from 7:00 a.m. to 6:00 p.m., Monday – Friday. Available shifts will be within those hours. No Weekends!!