Jr. Call Center Agent

Position Title: Jr. Call Center Agent
Department: Call Center
Reports to: Call Center Supervisor
Employment Status: Full-time 37.5 hours per week
FLSA: Non- Exempt
Supervisory Responsibilities: N/A
Position Summary:
This position supports MART’s Brokerage Transportation Operation by answering inbound and making outbound 
calls. Provides high level, personalized customer service in order to meet our member requests for 
transportation and assistance for Mass Health PT1 approved members.
Essential Functions/Position Responsibilities:
• Consistently at minimum, answers 80 to 90 inbound calls in a courteous and professional manner to 
assist customers with their transportation inquiries following designated policies and procedures
• Schedules, changes/cancels and confirms transportation arrangements utilizing (CRM) Customer 
Relationship Management Software
• Documents customer transportation details, inquiries, requests, comments, complaints and actions 
taken
• Provides follow up calls to customers as necessary
• Cross trains in scheduling and/or quality assurance as required
• Dispatches transportation assignments and maintains continual interaction with vendors
• Sorts and enters PT1 forms and updates into consumer database
• Performs clerical duties which include but are not limited to; faxing, copying, emailing, filling 
When duties and responsibilities change, the employee may be asked to perform other duties as required as 
business needs dictate. Employees are required to identify any changes in their job duties since the 
descriptions were last reviewed. Additionally, MART may ask that employees conduct a review of their 
position as part of the performance-evaluation process.
Qualifications:
• High School Diploma or equivalent required
• Prior call center experience preferred
• Excellent listening and communication skills both written and verbal
• Must be able to maintain confidentiality of PHI and HIPAA
• Must have reliable means of transportation to get to work
• Bilingual a plus
Skills:
• Knowledge of telephone etiquette and/or a pleasant and friendly mannerism
2
• Basic computer knowledge/skill to utilize search tools, browsers. MS Outlook to compose, cc, forward 
and attach documents. MS Word to create and save documents. Excel knowledge helpful to find, sort and 
view different tabs within a workbook
• Ability to comprehend, capture and interpret basic customer information, with attention to detail
• Critical thinker; uses logic and reasoning to identify strengths and weaknesses of alternative solutions, 
conclusions or approaches to problems 
• Ability to adapt to change and meet the changing demands of the business
• Punctual and dependable, ability to follow instructions and take responsibility for own actions
• Ability to work independently and as part of a team
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and 
provide exemplary customer service
• Ability to maintain a high level of confidentiality
Working Environment and Physical Requirements
Works primarily in a typical, climate controlled office environment.