Customer Service Representative - WFH Arizona

At MTM/AAA, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care. 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 join us as we remove community barriers, together!

What will your job look like?

The Customer Service Representative is the frontline representative and image of Medical Transportation Management (MTM). The Customer Service Representative will handle a variety of tasks which will increase in complexity as the Customer Service Representative’s skills progress but will consist primarily of handling inbound calls from Members, Clients and Facilities.

Location: Remote Arizona

What you’ll do:
• Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems to meet contract service levels
• Provide top-quality customer service experience to a diverse customer population
• Schedule trips in the most cost-effective manner
• Meet job-specific key performance indicators and goals
• Respond to all inquiries in a timely and professional manner
• Recognize, handle, and refer to situations of an emergent nature
• Respond to and document customer complaints
• Provide support on special projects as needed
• Some contact center locations may require face-to-face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs. As skills progress, may be selected to perform in a team lead role to support the Supervisor and team when needed

What you’ll need:

Experience, Education & Certifications:
• Must reside in the State of Arizona
• Must be 18 years of age or older
• High School Diploma or GED
• 1 year of Call Center experience
• 6 months Customer Service experience
• High speed Internet access such as Cable, DSL or Fiber (a minimum upload speed of 3 mbps and a minimum download speed of 30 mbps). Use of wireless and WiFi “air cards” is prohibited
• A quiet space within the home free of distractions to take in-coming calls

Skills:
• Basic typing/computer experience with excellent navigational skills

Even better if you have...
• Ability to acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures, and MTM’s Transportation Provider Network
• Ability to adhere to all established MTM and Employee Handbook guidelines
• Knowledge of Microsoft Outlook, Word, and Excel
• Strong and effective communication skills
• Ability to maintain a high level of confidentiality
• Ability to multi-task accurately
• Demonstrate effective problem-solving skills
• Maintain a positive & professional attitude

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
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Salary Min: $ 16.00

Salary Max: $ 16.00

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM 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’s People & Culture.

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