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. #MTMTransit