Customer Service Team Lead - D.C.

Medical Transportation Management, Inc., a growing company providing non-emergency medical transportation for the disabled, underserved, and elderly populations is looking for a Customer Service Team Lead to join our team in the Washington D.C. area.  The CSC Team Lead is responsible for the supervision and monitoring of CSRs on their team. The primary function is to assure compliance with all MTM Customer Service Center protocols and procedures and ensure customer satisfaction.

 

Job Duties:Will be direct supervisor and motivator of team members, serving as a role model for positive attitude and job performance.Demonstrate sincere personal commitment to promptness, reliability and quality work.Responsible for ongoing training of CSRs, including working with MTM trainer for changes in protocols, procedures, etc.Approve and deny all PTO requests for team members.Responsible for reporting team members’ daily attendance.Proactively identify new procedures that will increase the effectiveness of the CSRs and the CSC.Provide timely feedback in a positive and constructive manner.Responsible for write ups and reviews for team members; providing feedback to the CSR on their performance, creating action steps together to improve their performance.Ensure team members are meeting daily phone stat goals.Assist CSC Manager/Supervisor in establishing updates or revisions to policies and incentives as needed.Assist CSRs in resolving issues and complaints; assist with follow up and resolution of complaints and incidents.Assist CSRs in their daily activities and answer questions for them.Monitor calls for each CSR on their team.Acquire difficult or lengthy calls from CSRs to offer satisfactory conclusion with caller.Hold team meetings to ensure team is aware of, and understands any CSC updates.Adhere to all MTM established CSC guidelines and ensure MTM’s personnel policies are followed.Courteous response to all requests and proper use of terminology.Responsible for assigning breaks and lunch schedules for team members.Report to work as assigned and on time.Regular attendance required.Answer incoming calls when necessary.Provide assistance and guidance to other staff as needed.

 

Requirements:Typing speed of 30 WPM or greater.Knowledge of personal computer/keyboard.Knowledge of Microsoft Word, Microsoft Excel, and Microsoft Word.Strong communication skills, both written and verbal.Extensive knowledge of MTM’s various protocols.Ability to be a role model for CSRs in proper phone etiquette and adherence to CSC procedures.Ability to work with multiple situations and handle diverse issues.Able to multi task in a fast paced environmentKnowledge of Transportation Provider Network to assure the most appropriate transportation.Ability to identify customer’s needs and circumstancesAbility to relate to a diversity of customers and requests.Ability to tactfully question and obtain information necessary for the transport.Ability to recognize, handle and refer situations of an emergent nature.High school diploma or G.E.D.Worked as a CSR in a Customer Service CenterPrevious experience in supervision preferred

 

POSITIONS SUPERVISED:
 CSRs


We offer eligible employees an excellent benefit package including medical, dental, vision, life, and pharmaceutical insurance as well as a company sponsored retirement plan, 401(K), up to three weeks paid time off during the first year, and much more.

 

To apply, please email your letter of interest, with salary requirements and resume to hr_recruiter@mtm-inc.net or fax your resume to 636-561-7979. Submissions without the required information will not be considered.


 

www.mtm-inc.net

EOE/M/F/D/V