Customer Service Representative

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.

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