Customer Service Manager
The Customer Service Manager (CSM) reports to the Certification Program Manager and will be responsible for managing 5 Customer Service Representatives. Customer Service Representatives answer phone and email questions, assist applicants in procuring an application, and set interview appointments The CSM observes and coaches Customer Service Representatives daily and organizes peer reviews and ongoing training initiatives. The CSM prepares and analyzes monthly reports detailing call and email answer times, appointment request fulfillment and customer concerns and resolutions. The CSM maintains and conducts performance reports, coaches staff, and works with the Certification Program Manager on Customer Service Representative performance issues. The CSM initiates fact-finding for customer service complaints and presents them to the Certification Program Manager, who oversees the investigation and response. The CSM coordinates operations with Administrative staff and serves as the Administrative Manager in their absence.
Essential Job Function and Responsibilities:
- Ensure all applicants receive world-class customer service
- Answer all phone calls within 3 minutes of receipt of call
- Ensure all assessment appointments are scheduled within 10 business days of the appointment request date
- Train new staff, perform formal and informal coaching and evaluations for employees, maintain performance documentation and escalate performance issues
- Conduct fact-finding and participate in investigations for customer service complaints
- Ensure all relevant forms, applications and documents are scanned and hard filed by end of each business day
- Ensure that the Customer Service department follows all Certification Office Operations Manual processes and procedures and incorporate staff feedback and recommendations on improving operations and the applicant’s experience,
- Ensure Customer Service key performance indicators and contract deliverables are met
- Other duties as assigned
Working Conditions and Environment:
- The work is performed in an office setting.
Minimum Qualifications:
- Possess a high school diploma or equivalent, completion of an undergraduate degree or certificate program is preferred,
- Possess a minimum of three (3) years of professional experience providing phone-based customer service,
- Possess three (3) years of supervisory/management experience with strong ability to effectively manage and lead a team,
- Possess the ability to develop and implement customer service policies and procedures.
- Possess in-depth knowledge of customer service principles and practices,
- Possess in-depth knowledge of customer service software, databases, and CRM tools,
- Possess proficiency in MS Office Suite,
- Possess strong communication, conflict resolution, attention to detail, planning/solving, and customer service skills,
- Possess documented experience in providing customer service to individuals with disabilities.
Eligibility Assessment Officers
Eligibility Assessment Officers (EAOs) determine if an applicant is eligible for MTA Mobility paratransit services under the Americans with Disability Act (ADA) by establishing whether the applicant is fully or partially able to use fixed-route public transportation. EAOs are responsible for the review of applications, conducting telephonic interviews and in person functional assessments to understand the applicant’s cognitive and/or functional abilities, reaching out to client health care professionals for additional documentation if needed. EAOs must possess (1) year of experience providing or working in a health care setting, patience and empathy while interviewing and assessing applicants, strong attention to detail, comprehensive and precise documentation and record keeping experience, and competence to make accurate and valid eligibility determinations.
Job Responsibilities included but are not limited to:
- Review applications & professional documentation
- Conduct phone interviews and in person functional and/or cognitive assessments
- Documenting relevant information in electronic medical record keeping system
- Determines applicant eligibility of paratransit services
- Conduct fact-finding investigations as needed to make best eligibility determination
- Follow all Certification Office Operations Manual processes and procedures and provide feedback and recommendations on improving operations and the applicant’s experience,
- Other duties as assigned
Working Conditions and Environment:
- The work is performed in an office setting.
Minimum requirements:
- Possess a bachelor’s degree (or equivalent) in Human and Social Services, Rehabilitation, Behavioral Health Services, or an ancillary healthcare profession,
- Possess familiarity and competency with common computer software programs including MS Office suite, CRM software, etc.,
- Possess familiarity with ADA regulations and sensitivity to issues relating to disabled and elderly persons,
- Possess the capability to perform all required functional and cognitive assessment types and determine eligibility for MobilityLink paratransit eligibility certification.
- Strong verbal and non-verbal communication, interpersonal skills, and
- Ability to work in a fast-paced environment.
Preferred qualifications:
- (1) year of experience providing medical care to patients in a health care setting
Customer Service Representative
Customer Service Representatives (CSR) are the first Certification Office employee that speaks to an applicant and sets a positive tone for the applicant’s experience. CSR’s answer phone and email questions, assist applicants in procuring an application, and set interview appointments. CSRs must possess active listening skills, patience, and empathy in helping applicants navigate the certification process, and a commitment to world class customer service.
Job Responsibilities include but are not limited to:
- Answer telephone calls & email requests from applicants,
- Schedule certification interview appointments and work in coordination with the Call Center Reservation Team in scheduling appointment rides,
- Mail requested applications,
- Assist with voter registration,
- Participate in Citizens Advisory Committee for Accessible Transportation meetings with MTA Mobility and the general public,
- Participate in Mobility Customer Outreach Events and Public Meetings,
- Follow all Certification Office Operations Manual processes and procedures and provide feedback and recommendations on improving operations and the applicant’s experience,
- Assist with Administrative functions, when required,
- Other duties as assigned
Working Conditions and Environment:
- The work is performed in an office setting.
Minimum requirements:
- Possess a high school diploma or equivalent completion of an undergraduate degree or certificate program is preferred,
- Possess a minimum of one (1) year of customer service experience, phone-based experience is preferred,
- Possess strong communication and presentation skills,
- Possess proficiency in MS Office Suite,
- Possess the ability to multi-task, prioritize, and manage time effectively, and possess a familiarity with CRM (Customer Relationship Management) systems.
Administrative Assistant
Administrative Assistants (AAs) ensure that the eligibility determination process is conducted in a smooth, timely, and systematic manner. AAs greet applicants when they arrive for their appointment, review their application for completion, assist applicants with missing information, and get the applicant into the queue when the application is verified to be complete. Once a determination is made, AAs compile and mail all the necessary eligibility determination documentation, ID Card and program information, and register eligible applicants for the Call-A-Ride service. AAs are responsible for maintaining complete and accurate hard copy and electronic documentation for all aspects of the application and determination process. AAs must possess strong attention to detail, accurate recordkeeping and multitasking skills, and a commitment to maintaining timely fulfillment of administrative duties.
Essential Job Functions and Responsibilities:
- Assists with applicant check-in & photos,
- Reviews applications to ensure completion,
- Answers general questions and concerns from applicants,
- Processes determination decision letters & ID Cards,
- Assist with Call-a-Ride Program enrollment,
- Follow all Certification Office Operations Manual processes and procedures and provide feedback and recommendations on improving operations and the applicant’s experience,
- Assist with Customer Service Operations, when required,
- Other duties as assigned
Working Conditions and Environment:
- The work is performed in an office setting.
Minimum requirements:
- Possess a high school diploma or equivalent completion of an undergraduate degree or certificate program is preferred,
- Possess a minimum of one (1) year of administrative support experience, or equivalent,
- Possess strong attention to detail,
- Possess strong written and verbal communication skills,
- Possess familiarity with common computer software programs including MS Office suite, CRM software, etc.,
- Possess the ability to multi-task, prioritize, and manage time effectively.
Interested candidates should email a current copy of their resume and a cover letter to recruitment@ipslynx.net. Explain:
1) Why you should be considered for the role
2) What strategies you would implement
3) Any other pertinent information you feel relevant to the position