Customer Service Representative

MTM is growing and hiring a Customer Service Representative to join our MO team.

What Will Your Job Look Like?

The Customer Service Representative is the front-line representative and image of Medical Transportation Management (MTM).  The Customer Service Representative will handle a variety of tasks, which include phone calls (both outgoing and incoming calls), general clerical tasks, data entry, process picture ID’s, handle customer requests, and receptionist and administrative support.

This position is located at our office in downtown Saint Louis, MO and is 100% in office.

The schedule is Monday-Friday, with a rotating schedule of 7:30am-4pm and 8am-4:30pm.

What You’ll Do:


* Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels


* Provide top-quality customer service experience to a diverse customer population


* Enter Customer Contact information into appropriate software system, ensure accuracy of data entries


* Conduct outbound phone calls


* Schedule trips in the most cost effective manner


* Meet job specific key performance indicators and goals


* Respond to all inquiries within a timely and professional manner


* Respond and document customer complaints


* Provide support on special projects as needed


* Maintain daily customer scheduling for Eligibility staff


* Collect, track and maintain all monies collected for replacement IDs


* Maintain confidentiality and comply with HIPPA regulations


* Anticipate needed supplies and order replacement supplies in a timely manner


* Manage all office equipment, including printers and photocopier, serving as point of contact for Vendors


* Maintain vendor files, monitor service and recommend alternative suppliers as appropriate


* Design filing systems, document scanning and ensure they are maintained and up-to- date electronically


*  Provide comprehensive reception coverage while maintaining a high level of professionalism


* Ensure all staff and visitors are greeted in a pleasant and professional manner


* Project a professional image of MTM


* Establish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners and the general public


*  Communicate professionally with Leadership both internally and externally


* Assist with check-in for In person assessments


* Take photos of all customers and create identification cards


* Maintain program spreadsheets


* Some contact center locations may require face to face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs.

As skills progress, may be selected to perform in a team lead role to support Supervisor and tea...