The Part Time Bi-Lingual 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).
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 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
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