Description

What Will Your Job Look Like?

The Quality Coordinator is responsible for managing complaints in accordance with WMATA (Washington Metropolitan Area Transit Authority) requirements and MTM Quality Management policies and procedures.

What You’ll Do:

Document, review, investigate, and follow up on all MetroAccess complaints
Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking systems
Follow up immediately on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
Triage issues, complaints, unusual trip circumstances, and determine appropriate action
Document all educations and actions taken in response to complaints
Notify Complainant of resolution and their appeal rights as necessary
Report all uncorrected or reoccurring service deficiencies to MTM Leadership

What You’ll need:

High school diploma or G.E.D. equivalent
Minimum 1+ years customer service experience
Typing skills of 30 wpm

Even better if you have...

Knowledge and ability to learn Microsoft Outlook, Word, Excel and Trapeze
Excellent communication skills, with an emphasis on grammar and spelling
Ability to tactfully question and obtain information
Demonstrated ability to handle multiple priorities
Excellent organizational and interpersonal skills
Superior problem-solving skills
Ability to maintain high level of confidentiality

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 Min: $19.50/HR

Salary Max: $19.50/HR

This information reflects the base salary pay range 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.

Identifier

REQ7467