In-Office Customer Service Rep

Make a Difference

At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential.

What will your job look like?

The Customer Service Representative is the frontline representative and image of Medical Transportation Management Transit. The Customer Service Representative will handle a variety of tasks, which include phone calls (both outgoing and incoming calls), general clerical tasks, data entry, process picture ID’s, handle customer requests, and receptionist and administrative support.

This position sits in our Phoenix, AZ office working Mon-Fri. Hours of operations are 8am-5pm Arizona time.

Location: 4600 East Washington Street Phoenix, AZ 85034

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

Enter Customer Contact information into appropriate software system, ensure accuracy of data entries

Conduct outbound phone calls

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

Respond and document customer complaints

Provide support on special projects as needed

Maintain daily customer scheduling for Eligibility staff

Collect, track and maintain all monies collected for replacement IDs

Maintain confidentiality and comply with HIPPA regulations

Anticipate needed supplies and order replacement supplies in a timely manner

Manage all office equipment, including printers and photocopier, serving as point of contact for Vendors

Maintain vendor files, monitor service and recommend alternative suppliers as appropriate

Design filing systems, document scanning and ensure they are maintained and up-to- date electronically

Provide comprehensive reception coverage while maintaining a high level of professionalism

Ensure all staff and visitors are greeted in a pleasant and professional manner

Project a professional image of MTM

Establish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners and the general public

Communicate professionally with Leadership both internally and externally

Assist with check-in for In person assessments

Take photos of all customers and create identification cards

Maintain program spreadsheets

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

Regular attendance required for assigned shifts and as outlined by MTM’s attendance policy

What you’ll need:

Experience, Education & Certifications:

High School Diploma or GED

Typing speed of 30 WPM or greater

1 year customer service experience required

Fluent in both English and Spanish

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 Excel

Ability to maintain a high level of confidentiality

Ability to multi-task accurately

Demonstrate effective problem solving skills

Maintain positive & professional attitude

Ability to work in multiple software systems at once along with strong computer navigation skills

Exemplary communication and phone skills

Excellent customer service skills

Excellent organizational skills

Ability to work independently and as part of a team

Ability to identify with customer needs and circumstances

Ability to handle multiple tasks and situations in a fast pace environment

Even better if you have...

6 months’ experience working in a customer service contact center preferred

Knowledge of Trapeze software preferred

College Degree

Bilingual in Spanish

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: $19/hr

Salary Max: $22/hr

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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