Transit Resolution Specialist

What Will Your Job Look Like?

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 position is located on-site at our Austin, TX-South location.

What You'll Do:

• 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 Customer's 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

What You'll need:

• High school diploma or G.E.D. equivalent
• Some college preferred
• 1 year of Customer Service experience
• Intermediate skill in MS Office suite and applications

Even better if you have...

• 2+ years' experience in handling executive level complaints preferred
• Where required, employee must be proficient in English, both verbal and written
• Preferred bilingual (Spanish)
• Proven ability to work in a high pressure environment with minimal supervision
• 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

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
• Tuition Reimbursement
• Leadership Mentoring Opportunities

Starting Pay: $22.05

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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