Customer Service Manager
Company: MV Transportation
Location: Thousand Oaks
Posted on: September 14, 2023
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Job Description:
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Form MV Transportation is seeking a?Customer Service 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 teams 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. Talent?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.
Starting salary range: $$60,000 - $66,200 MV Transportation is
committed to as 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. Requisition ID: 2023-5987 External Company URL:
https://careers.mvtransit.com/ Street: 265 S Rancho Rd
Keywords: MV Transportation, Thousand Oaks , Customer Service Manager, Executive , Thousand Oaks, California
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