Job Description:

Who We Are and Our Mission:

MTM and MTM Transit are healthcare and transportation management companies whose mission is to collaborate with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. As the nation's most trusted partners in removing community barriers, we prioritize the wellbeing of the communities we serve through philanthropy. Nationwide, our diverse employee base is always willing to give back and contribute. As a Woman-Owned Business Enterprise (WBE) certified by the Women's Business Enterprise National Council, we are committed to maintaining and empowering a diverse workforce.

Simply put, we are passionate about what we do and it shows. MTM has been recognized with numerous awards and accolades, including Mogul's Top 100 Innovators in Diversity & Inclusion (2017). The St. Louis Business Journal Healthiest Employers (2020), Best Places to Work (2019), Fastest-Growing Private Companies (2017), Top Family Owned Business (2016) and Top Five Largest Women-Owned Business (2020)

What Will Your Job Look Like?

The MTA Quality Coordinator 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.

This position is located at our office in Baltimore, MD.   

Responsibilities:

• 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

All you need is...

• High school degree or G.E.D.


• Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel


• Proven experience dealing with conflict management and resolution


• Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Even better if you have...

• Experience with ADA paratransit services, public transportation and call center oversight


• Knowledge of Paratransit guidelines


• Knowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required and a detailed understanding of Trapeze


• Knowledge and understanding of the travel needs of Clientele


• Advanced analytical use of computers for word processing, spreadsheet analysis, database management and development of presentations


• Ability to multi-task, prioritize work and collaborate effectively under pressure


• Strong interpersonal and supervisory skills


• Knowledge of appropriate maintenance processes


• Excellent time management skills


• Flexibility to work a variety of work schedule/hours


• Ability to maintain high level of confidentiality


• Demonstrated history of high performance in customer service

MTM Incentives

• Paid vacation


• Holiday Pay


• Health and Life Insurance Plans


• Dental and Vision Plans


• 401(k)


• Onsite Gym


• Wellness Screenings


• Birthday Holiday


• Training Development


• Casual Dress Environment


• Scholarship Program


• Healthy Market


• Free Coffee

*These benefits may not be available at all locations

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 People & Culture at (636) 561-5686 or talent@mtm-inc.net