Customer Service Representative/Dispatcher

MTM is growing and hiring a Customer Service Representative/Dispatcher to support our Hamilton County operations.



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*All candidates must reside in Hamilton County or surrounding cities to be considered for this position.

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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 Medical Transportation Management (MTM).

As a Dispatcher you will be assisting with organizing the direct day-to-day route and trip operations.

You would be responsible for assuring routes are timely, tracking and reporting sign in/sign out times, and communicating service issues to the appropriate personnel. 

What will your job look like?


* 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 MTM 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 MTM achieve business and operational goals


* Maintain acceptable abandoned call rates, average handle time, productivity percentage, and attendance; as outlined by MTM 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 customers and requests


* Identify with customer needs and circumstances


* Tactfully question and obtain necessary information


* Recognize, handle and refer situations of an emergent nature

All you need is:


* High school diploma or G.E.D equivalent


* Minimum typing speed of 30 wpm or greater


* Knowledge of Microsoft Outlook and Word


* Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future


* You must have 2 years of experience working with transit routing, dispatching, and scheduling software

Even better if you have:


* Previous experience working in a customer service call center


* Exemplary communication and phone skills


* Outstanding organizational and multi-tasking skills


* Ability to maintain high level of confidentiality

MTM Incentives:


* Affordable benefits including Medical, Dental and Vision


* Free Life Insurance & Long-Term Disability coverage for eligible employees


* Paid Training & Overtime


* Paid Holidays & Paid Time Off (PTO)


* Safety Bonus


* Yearly ...