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