OverviewResponsibilitiesMV Transportation is seeking a
Quality Assurance Manager to ensure that all passenger complaints are investigated and resolved in a timely manner, supply service information to all interested parties, be thoroughly familiar with Americans with Disabilities Act (ADA), maintain database of customer compliments/complaints, and to provide positive and professional support to all employees so as maximize professionalism, enhance customer service, improve on-time performance, ensure safety and exceed client expectations.
Job Responsibilities:- Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client.
- Oversee the accurate documentation by customer service representatives of any 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 client agency.
- Respond to individual customer/passenger concerns in a timely and positive manner that includes 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 database or log of customer complaints/compliments that can 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.
- If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus.
- Coach, counsel, and retrain staff as required.
- Attend monthly client AAC meeting.
- Maybe required to implement and revise SOP.
- Other duties as assigned.
QualificationsTalent Requirements:- High School diploma; college degree preferred.
- Must have a minimum of three (3) years' experience in customer service environment.
- Excellent speaking, writing, and organization skills.
- Ability to communicate effectively at all levels.
- General knowledge of windows-based computer operating systems.
- Knowledge of service area.
- Process all customer complaints to include investigation, validity determination and timely response as described in 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, programs throughout the organization.
- Make six (6) new community contacts per year.
- Conduct transit education classes/seminars six (6) times per year.
Annual Starting Salary: $80,000.00-87,000.00 based on experience
