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. 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.