Customer Service Manager

Overview

Join to apply for the Customer Service Manager role at MV Transportation
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• Ensure that all passenger complaints are investigated and resolved in a timely manner, provide service information to all interested parties, and be thoroughly familiar with the Americans with Disabilities Act (ADA).
• Maintain a database of customer compliments/complaints and provide positive, professional support to all employees to maximize professionalism, enhance customer service, improve on-time performance, ensure safety, and exceed client expectations.
• Communicate on a regular basis with client staff to ensure customer service efforts meet the client’s demands.
• Oversee the accurate documentation by customer service representatives of information received from customers in the customer service software provided.
• Identify and expedite customer complaints that require immediate attention and escalate situations as needed to the client agency.
• Respond to individual customer/passenger concerns in a timely and positive manner, including investigation and follow-up by phone, email, or mail.
• possess expertise in using the Trapeze system and other technology tools supporting the customer service function.
• Manage proper reporting and correspondence for “no show”, “no pay” and “high cancel” clients.
• Maintain a database or log of customer complaints/compliments to readily identify trends that may require additional training or management consideration.
• Serve as an expert to manage the team’s ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system.
• Develop and implement internal Customer Service campaigns and incentive programs.
• Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus, if directed by the client.

• High School diploma; college degree preferred.
• Minimum of three (3) years’ experience in a customer service environment.
• Excellent speaking, writing, and organizational skills.
• Ability to communicate effectively at all levels.
• General knowledge of Windows-based computer operating systems.
• Knowledge of the service area.
• Ability to process all customer complaints including investigation, validity determination and timely response as described in the Customer Service policy.
• Assist in identifying validity of the liquidated damages through investigation.
• Assist Risk Management with investigations of accidents/incidents.
• Ensure all reconciliations are completed timely and accurately each month.
• Promote positive customer service techniques and programs throughout the organization.
• Conduct six (6) community contacts per year and six (6) transit education classes/seminars per year.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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