Customer Service Support Agent

Position Summary:

This position supports both MART’s Brokerage Transportation Operation as well as MART’s Transit/Para-Transit Service Operations. They will support MART’s Transit/Para-Transit Service Operations primarily by answering inbound calls to schedule transportation for ADA, COA, VETS, Students and Subscription Service clients. Collects monthly dues to distribute passes and provides exemplary face to face customer service. They will support MART’s Brokerage Transportation Operation by answering inbound and making outbound calls for our member requests for transportation and assistance for Mass Health PT1 approved members. This position provides high level, personalized customer service in order to meet both department’s needs

Essential Functions/Position Responsibilities:

• Answers inbound calls in a courteous and professional manner to assist customers with their transportation inquiries following designated policies and procedures
• Schedules, changes/cancels and confirms transportation arrangements utilizing (CRM)  Customer Relationship Management Software
• Documents customer transportation details, inquiries, requests, comments, complaints and actions taken
• Provides follow up calls to customers as necessary
• Greets customers entering establishment to assist with their transportation inquiries and/or forward calls or escort visitors to specific destinations
• Distributes monthly public bus passes 
• Create and approve monthly payments and logs as a result of establishing subscription services
• Process ADA applications and send appropriate approval letters  
• Performs clerical duties which include but are not limited to; faxing, copying, emailing, filling 
• Sorts and enters PT1 forms and updates into consumer database
• Advises customers with their selections for various transportation services 
• Reviews transportation schedules, changes and cancellations of customer and vendor travel arrangements 
• Collaborates with various dispatchers to resolve issues, change, or cancel customer transportation

When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed.  Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.

Qualifications:

• High School Diploma or equivalent required
• Prior call center experience preferred
• Excellent listening and communication skills both written and verbal 
• Must be able to maintain confidentiality of PHI and HIPAA
• Must have reliable means of transportation to get to work
• Bilingual a plus

Skills:

• Knowledge of telephone etiquette and/or a pleasant and friendly mannerism
• Basic computer knowledge/skill to utilize search tools, browsers. MS Outlook to compose, cc, forward and attach documents. MS Word to create and save documents.  Excel knowledge helpful to find, sort and view different tabs within a workbook
• Ability to comprehend, capture and interpret basic customer information, with attention to detail
• Critical thinker: uses logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems 
• Ability to adapt to change and meet the changing demands of the business
• Punctual and dependable, ability to follow instructions and take responsibility for own actions
• Ability to work independently and as part of a team
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and provide exemplary customer service
• Ability to maintain a high level of confidentiality