Bachelor's degree in business administration or 5 years of customer service experience with a high school diploma or GED.
Preferred experience in customer service, commercial, and/or transportation operations.
Proven ability to analyze disparate data sources and develop actionable insights.
Excellent interpersonal, communication, and time management skills.
Ability to maintain professionalism and integrity under pressure.
Responsibilities
Manage the Voice of Customer program and oversee various customer surveys.
Analyze customer feedback to identify satisfaction trends and indicators.
Produce regular reports on customer satisfaction for both the business and MBTA.
Champion specific actions for various business units to enhance customer satisfaction.
Track the effectiveness of customer satisfaction projects and initiatives.
Support the Annual Customer Service Plan and its wider delivery.
Collaborate with Keolis teams to share best practices and improve customer experience.
Benefits
Employment contingent upon passing drug and alcohol screening and a favorable background check.
Commitment to employee safety and community well-being by prioritizing safety practices.
Environmental commitment focusing on minimizing operational impacts on communities.
Full Job Description
Salary Range: $80,000 - $88,000
Knowledge and Experience:
A bachelor's degree in business administration or the equivalent of five (5) years customer service experience and a high school diploma or GED.
Experience in customer service, commercial and / or transportation operations is preferred.
Proven experience with analysis of disparate data sources, ability to analyze data, develop and communicate action plans.
Excellent interpersonal and communication skills coupled with time management skills with a proven ability to meet deadlines.
Skills:
Communicate clearly and effectively, both orally and in writing, to different levels of the organization.
Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations daily.
Ability to influence delivery of peers and other departments.
Ability to act with integrity, professionalism, and confidentiality.
Key Accountabilities:
Manage the Voice of customer program, administration of the CSS, deep dive and Mystery Rider surveys.
Analyze various customer feedback information sources and identify lagging and leading indicators for satisfaction.
Produce weekly, monthly (and other frequency reports) for the business and the MBTA.
Champion to the business specific areas/actions that business units can undertake to positively influence customer satisfaction.
Track delivery and impact of customer satisfaction projects and measure effectiveness.
Support the wider delivery of the Annual Customer Service Plan.
Liaise with wider Keolis organization, to capture best practice and share ideas to improve customer experience.
Along with the passenger communication manager and director of customer experience enhance reputation of Keolis by engaging with the MBTA to celebrate Service Signature and customer experience improvement project success stories.
Enhance Keolis' reputation by accepting ownership for delivery of improvement initiatives, exploring opportunities to add value to job accomplishments - contributing to team effort of performing duties in a timely manner with a sense of urgency.
Crossed trained to cover the management roles within the Passenger Information Center, Social Media team and Customer Service Center in times of absence/vacation or business need.
Additional Statements:
Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
