Support Representative

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What will your job look like?

The primary job function of the Support Representative is to complete various tasks that directly or indirectly support our customers.

These tasks will increase in complexity as the Support Representative’s skills progress.

The focus of the Support Representative will be to perform tasks that will support the Contact Center and have direct impact on service levels.

Location: 

711 Kapiolani Blvd

2nd Floor, Low Rise

Honolulu, HI 96813

Hourly Rate: $18.00

What you’ll do:


* Assist in day-to-day completion of various tasks that include, but are not limited to, steps involved in mailing bus passes, faxing forms needed for trip approvals, scheduling various trips such as meals and lodging, repeat trips, ambulance trips, paratransit services and confirming trip eligibility


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


* Coordinate incoming and outgoing correspondence and communication between our members, facilities, and clients to verify eligibility, approve conditional trips, assess appropriate modes of transportation, and other issues as needed


* Collaborate with internal departments, as needed, to ensure that transportation is set in a timely and accurate manner to prevent Member/Client complaints or member missed appointments


* Meet job specific key performance indicators and goals


* Provide back-up support to inbound calls from Member, Clients and facilities to verify eligibility and coordinate non-emergent transportation utilizing MTM systems to meet contract service levels


* Schedule trips in the most cost-effective manner


* Recognize, handle and refer situations of an emergent nature


* Provide support on special projects as needed


* As skills progress, may be selected to perform in a team lead role to support Supervisor and team when needed

What you’ll need: 

Experience, Education & Certifications:


* High school diploma or GED


* 1 year of customer service experience

Skills:


* Acquire and maintain in-depth knowledge of, and adhere to, Client Protocols, Policies and Procedures


* Strong and effective communication skills


* Adhere to all established MTM and Employee Handbook guidelines


* Strong problem-solving skills


* Maintain confidential information standards


* Maintain a positive and professional attitude


* Ability to multi-task accurately


* Ability to maintain a high level of confidentiality

Even better if you have...


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