9 days old

Transit Resolution Specialist

Medical Transportation Management
Austin, TX 78701
  • Job Code

Consider a Career at MTM

From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Associations Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities. 

The Transit Resolution Specialist handles customer service issues, compliments, complaints, and other feedback received from phone calls, e-mails, the CRM system, our Client, or any member of the public. The Transit Resolution Specialist is the front line representative of MTM Transit who handles internal and external Customer questions, complaints and inquiries with the highest degree of courtesy and professionalism to fully resolve all customer service issues.

This is an MTM Transit position located at our office in Austin, TX - South


  • Manage Customer interactions (calls, e-mails, chats, written correspondence, etc.) in a professional, customized, systematic, and organized manner, following department guidelines and utilizing proper terminology
  • Actively listen and probe callers in a professional and timely manner to determine root cause of the customer service issue(s)
  • Research and communicate information to callers while maintaining confidentiality
  • Perform necessary follow-up tasks to the ensure Customers needs are being met
  • Document all Customer interactions within the assigned CRM system
  • Ensure information is accurately communicated to the Customer by proactively seeking and participating in ongoing training regarding MTM Transit, and policies and procedures
  • Respond to high priority consumer complaints in a professional, timely manner
  • Compile weekly/monthly summary reports of incident investigations, findings and resolutions as required
  • Support team members and participate in team activities to help build a high-performance team
  • Assume responsibility for identifying and communicating operations problems and/or inefficiencies
  • Maintain a strong knowledge of services/products that MTM offers their Clients
  • Identify and recommend improvements in processes
  • Interact with the Client on training, CRM system access, reports, trends, etc.
  • Identify, analyze and resolve customer and operational problems
  • May coach others for immediate feedback, help improve behaviors and performance of others

Minimum Qualifications:

  • High school diploma or G.E.D. equivalent
  • Some college preferred
  • 1 year of Customer Service experience
  • 2+ years experience in handling executive level complaints preferred
  • Typing speed of 30 WPM or greater
  • Where required, employee must be proficient in English, both verbal and written
  • Proven ability to work in a high pressure environment with minimal supervision
  • Intermediate skill in MS Office suite and applications
  • Preferred bilingual (Spanish)

Competency Based Qualifications:

  • Strong attention to detail
  • Ability to solve problems by utilizing training, knowledge, tools, and analytical skills
  • Demonstrated ability to translate complex information into a logical, concise presentation
  • Demonstrated organizational and time management skills
  • Ability to mentor and train others in customer service processes
  • Exemplary communication skills
  • Ability to handle a diverse set of requests
  • Ability to identify with customer needs and circumstances
  • Ability to meet or exceed the standards determined by local management and contractual obligations of the Client
  • Ability to de-escalate and take ownership of customer service concerns and resolve completely
  • Must be flexible to work weekends and/or holidays as required
  • Ability to maintain high level of confidentiality
  • Regular attendance is required

Whats in it for you?

  • Paid vacation
  • Holiday Pay
  • Health and Life Insurance Plans
  • Dental and Vision Plans
  • 401(k)
  • Training Development
  • Casual Dress Environment
  • Scholarship Program

*These benefits may not be available at all locations

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 People & Culture at (636) 561-5686 or talent@mtm-inc.net

Posted: 2019-10-10 Expires: 2019-11-08
Sponsored by:
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Sponsored by:
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Transit Resolution Specialist

Medical Transportation Management
Austin, TX 78701

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