Jr. Call Center Agent

Job Description

Job Description

Position Summary:

This position supports MART’s Brokerage Transportation Operation by answering inbound and making outbound calls.  Provides high level, personalized customer service in order to meet our member requests for transportation and assistance for Mass Health PT1 approved members.

Essential Functions/Position Responsibilities:

• Consistently at minimum, answers 80 to 90 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
• Cross trains in scheduling and/or quality assurance as required
• Dispatches transportation assignments and maintains continual interaction with vendors
• Sorts and enters PT1 forms and updates into consumer database
• Performs clerical duties which include but are not limited to; faxing, copying, emailing, filling 

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