Location: Tracy,CA, USA
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