At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
What will your job look like?
The primary job function of the Support Representative is to complete various tasks that directly or indirectly support our customers. These tasks will increase in complexity as the Support Representative’s skills progress. The focus of the Support Representative will be to perform tasks that will support the Contact Center and have direct impact on service levels.
Location:
711 Kapiolani Blvd
2nd Floor, Low Rise
Honolulu, HI 96813
Hourly Rate: $18.00
What you’ll do:
Assist in day-to-day completion of various tasks that include, but are not limited to, steps involved in mailing bus passes, faxing forms needed for trip approvals, scheduling various trips such as meals and lodging, repeat trips, ambulance trips, paratransit services and confirming trip eligibility
Provide top-quality customer experience to a diverse customer population
Coordinate incoming and outgoing correspondence and communication between our members, facilities, and clients to verify eligibility, approve conditional trips, assess appropriate modes of transportation, and other issues as needed
Collaborate with internal departments, as needed, to ensure that transportation is set in a timely and accurate manner to prevent Member/Client complaints or member missed appointments
Meet job specific key performance indicators and goals
Provide back-up support to inbound calls from Member, Clients and facilities to verify eligibility and coordinate non-emergent transportation utilizing MTM systems to meet contract service levels
Schedule trips in the most cost-effective manner
Recognize, handle and refer situations of an emergent nature
Provide support on special projects as needed
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 GED
1 year of customer service experience
Skills:
Acquire and maintain in-depth knowledge of, and adhere to, Client Protocols, Policies and Procedures
Strong and effective communication skills
Adhere to all established MTM and Employee Handbook guidelines
Strong problem-solving skills
Maintain confidential information standards
Maintain a positive and professional attitude
Ability to multi-task accurately
Ability to maintain a high level of confidentiality
Even better if you have...
Administrative experience preferred
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
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.
