MTM is growing and looking for an MTA Quality Coordinator. This is a work in the office position supporting our Baltimore, Maryland location.

What Will Your Job Look Like?

The MTA Quality Coordinator-3 will investigate and monitoring of all customer complaints, comments and compliments in accordance with MTA Mobility compliance requirements and MTM quality management policies and procedures.

What You’ll Do:

• Investigate and monitor customer service intake, investigation and respond in compliance with MTA policies and procedures
• Resolve complaints to ensure that safe and professional high-quality customer service is emphasized and reinforced in all phases of service to Mobility customers
• Process investigation and resolution of customer complaints within five business days
• Communicate results to customers with respect to MTA Mobility requirements
• Follow up immediately on responses that are not submitted within the specified timeframe
• Document all educations and actions taken in response to resolve complaints
• Report all uncorrected or reoccurring service deficiencies to MTM leadership
• Track and trend complaint issues by type and provide recommended action based on identified areas of concern
• Attend client meetings upon request including complaint committee meetings

What You’ll need:

• High school degree or equivalent
• Demonstrated history of high performance in customer service
• Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
• Knowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required.

Even better if you have:

• Detailed understanding of Trapeze is a plus

• Experience with ADA paratransit services, public transportation, and call center oversight, preferred
• Knowledge of Paratransit guidelines, preferred

• Advanced analytical use of computers for word processing, spreadsheet analysis, database management and development of presentations
• Knowledge and understanding of and sensitivity to the travel needs of persons with disabilities, including related accessibility / mobility issues

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Flexible Scheduling
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Birthday Holiday
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Milestone Anniversary One Month Sabbatical
• Leadership Mentoring Opportunities

Salary: $21.54 per hour

This information reflects the base salary for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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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