Customer Service Representative - Call Center; Berlin

Description and Essential Functions

Responsible for customer service to Broker Services clients:

• Answers phone calls and books rides in accordance with demand response programs, including Medicaid NEMT, 5310 Grant Program, and general public demand response
• Responds to inquiries from the general public
• Supports and assists Broker Services department staff as required
• Assists the Broker Services Manager with volunteer driver coordination and scheduling as needed
• Performs other duties as assigned

Education and/or

Experience:

High school diploma or equivalent, and two (2) years of experience in customer service required, previous experience in a call-center environment a plus.

Essential Job

Skills and Abilities:

Ability to work in a team and communicate effectively with a diverse population; remain calm in stressful situations, work effectively in an environment with multiple competing priorities. Ability to sit for long periods of time and work at a computer and answer frequent phone calls is required. Occasional lifting of up to 15 lbs., climbing stairs, and standing. Must be able to perform the essential functions of the job with or without reasonable accommodations.

Proficiency in Microsoft Office Suite, Google products, and Route Match software. Strong verbal communication, ability to multi-task, attention to detail, flexibility, and the ability to maintain confidentiality inclusive of HIPAA requirements, are required.

• Wage:
  Starting wage is $24.10 per hour.
• Time Off: 8.67 hours of paid time off accrued per pay period; equivalent to 5+ weeks off.
• Schedule:
  
  This is an on-site position, non-exempt (eligible for overtime) and will work 7:30 am to 4:30 pm Monday - Friday.
• Health: 92.5% paid health care coverage by GMT including medical, dental, vision, and prescription. 100% paid premiums for Short-Term Disability and Long-Term Disability by GMT.
• Savings: GMT offers 457 Retirement Plans. After one year, employees who contribute 3% will be matched by GMT at 5% and employees who contribute 5% will be matched by GMT at 7%.

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

GMT is committed to providing a workplace that includes people of diverse backgrounds and fully utilizes their talents to achieve its mission. GMT believes that an inclusive and diverse workplace culture enhances the performance of our organization and our ability to fulfill the agency’s mission.

GMT is an equal employment opportunities (EEO) employer to all employees and applicants for employment without regard to political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services. In addition to federal law requirements, GMT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.