Customer Care Representative The Customer Care Representative is the frontline representative and image of MTM Health. The Customer Care Representative will handle a variety of tasks which will increase in complexity as the Customer Care Representative's skills progress, but will consist primarily of handling inbound calls from Members, Clients and Facilities.
Location: 16 Hawk Ridge Circle, Lake St. Louis, MO 63367
Hours: Monday - Friday 7am - 3:30pm CST
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 in order 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 within a timely and professional manner
- Recognize, handle and refer situations of an emergent nature
- Respond 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 Supervisor and team when needed
What You'll Need:- Experience, Education & Certifications:
- High School Diploma or GED1 year of Call Center experience 6 months Customer Service experience
- Previous work-related experience working on a personal computer (PC), navigating through computer systems and screens
Skills:- Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTM's Transportation Provider Network
- Adhere to all established MTM and Employee Handbook guidelines
- Knowledge of Microsoft Outlook, Word and ExcelStrong and effective communication skills
- Ability to maintain a high level of confidentiality
- Ability to multi-task accurately
- Demonstrate effective problem-solving skills
- Maintain positive & professional attitude
- Ability to rely on provided resources and quickly research responses
- Strong computer navigation skills
- Must be dependable and comfortable working independently as well as part of a team where expertise is shared and feedback is welcomed
- Even Better If You Have:
- College Degree, a plus
What's In It For You:- Health and Life Insurance PlansDental and Vision Plans 401(k) with a company match
- Paid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress Environment
- Tuition ReimbursementMTM Perks Discount Program
- Leadership Mentoring Opportunities
At MTM, we believe that taking care of our employeesand the people they loveis the foundation of a healthy, thriving organization. That's why we're proud to offer a comprehensive, people?first benefits program designed to support every stage of your wellness journey.
Hourly Wage:
$18 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.
