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).

·       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