Customer Care Manager

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

The Manager, Customer Care shall report directly to the General Manager and manage all customer service-related functions of the contract. The Manager, Customer Care will be the lead quality assurance representative for all ongoing quality assurance issues for the contract.
The Manager, Customer Care be responsible for interfacing with Valley Metro and MTM transit operators.

436 S Hamilton Ct Gilbert AZ 85233

• Investigate, document, resolve, and respond to complaints within three (3) business days

• Make determination of disciplinary action on validated complaints

• Oversee and ensure compliance with the contract for all customer service and quality assurance functions

• Oversee the Pass Com feedback process to ensure contractual compliance

• Be available for both virtual and in-person Client meetings and ensure all documentation is prepared for Client related meetings

• Meet with external stakeholders to understand concerns/complaints that are customer service related and work to resolution

• Act as the primary point of contact for Valley Metro and external stakeholders, as it relates to complaints

• Educate and enforce all client policies related to our compliant program

• Monitor, review, and adjust work processes and procedures accordingly

• 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, programs throughout the organization

• Responsible for making outbound calls to passengers to address and resolve customer complaints

• Review drive cam clips, if needed for support documentation

• Act as a liaison between internal teams to ensure customers’ requests, complaints or accommodations are addressed

• Proactively identify process enhancements

• Track and trend issues and provide corrective action resolutions for areas of concern

• Compile daily compliance reports

• Ensure that safe and professional high-quality customer service is emphasized and reinforced in all phases of service to Valley Metro customers

• Enter data entry in the applicable data tracking system to ensure accuracy

• Identify recurring problems with work processes, policies, or procedures and contribute ideas on ways to resolve problems to better serve the customer and improve productivity

Experience, Education &

Certifications:

• High School Diploma or G.E.D. equivalent

• Must have a minimum of three (3) years' experience in a customer service environment

• Previous experience with ADA paratransit services

• Knowledge of service area

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

• Ability to learn new system functionality, developments, methods, and techniques including internal work processes, policies, and procedures to ensure we provide consistent and quality customer service

• Ability to develop strong working relationships

• Ability to analyze/interpret difficult situations and quickly make recommendations for resolutions

• Strong communication skills and excellent conflict resolution abilities are highly valued

• Capacity to work independently and manage multiple priorities

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

• Strong interpersonal and supervisory skills

• Demonstrated history of high performance in customer service

• Proven experience dealing with conflict management and resolution

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

• Excellent time management skills

• W…