Community Relations Manager

MV Transportation•Irvine, CA

About The Position

MV Transportation is seeking a Community Relations Manager for proposed business to manage the call center operation and engage with the disabled community, advocates and service agencies. Overall responsibility for call center performance ensuring that operation achieves internal efficiency standards and meets all contractual KPIs. Serve as the primary point of contact for client regarding community relations matters. Oversee the investigation, documentation, and response to all rider comments, complaints, compliments, and other rider feedback associated with the services provided under this Agreement, including services performed by subcontractors. Ensure all rider cases are reviewed, investigated, documented, and responded to in accordance with the requirements of this Agreement. Maintain regular communication and coordination with client's Field Administrator(s) regarding rider service issues, complaint trends, and significant or escalated cases. Contact rider, as necessary or requested by client, to obtain additional information, provide information regarding client services, and conduct follow-up related to rider cases. Develop and maintain productive working relationships with senior centers, healthcare providers, adult day programs, community organizations, and other facilities served by client to promote effective communication, identify service concerns, and support continuous improvement in service delivery. Conduct regular visits to facilities and other locations served by client to meet with facility representatives, observe service delivery, identify recurring issues, and work collaboratively with client, CONTRACTOR staff, and subcontractors to improve service quality and the rider experience. Analyze rider comments, complaints, compliments, and other case data to identify trends, systemic issues, and opportunities for service improvement. Develop and implement corrective action plans and rider support improvements to address recurring issues. Provide regular reports to client regarding rider support performance, case activity, complaint trends, corrective actions, and other performance metrics as requested. Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to rider support. Represent the CONTRACTOR at client's Accessible Transit Advisory Committee (ATAC) meetings and attend other meetings, presentations, and rider, stakeholder, or public engagement activities related to the client service, as requested by client, to provide information, receive rider feedback, strengthen relationships, and support continuous improvement of service delivery. Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Requirements

Associate’s degree or equivalent experience
Three (3) years management/supervisory experience in a call center environment
Excellent verbal skills both written and oral
Able to work in a fast-paced environment
Working knowledge of Trapeze scheduling and dispatch software
Complaint resolution experience
Public relations experience

Nice To Haves

Paratransit/transit experience preferred

Responsibilities

Assign duties for call center personnel and provide weekly performance evaluations
Track employee hours and submit to payroll
Provide continuous CSR monitoring to ensure high quality service and achievement of all KPIs
Maintain ongoing communication with client, GM and customers and generate daily reports on call center operations
Develop, implement and update best practices to heighten efficiency and enhanced customer service
Provide outreach to the disabled community and other client related organizations
Investigate and resolve all rider complaints/concerns
Other duties as assigned.
Serve as the primary point of contact for client regarding community relations matters.
Oversee the investigation, documentation, and response to all rider comments, complaints, compliments, and other rider feedback associated with the services provided under this Agreement, including services performed by subcontractors.
Ensure all rider cases are reviewed, investigated, documented, and responded to in accordance with the requirements of this Agreement.
Maintain regular communication and coordination with client's Field Administrator(s) regarding rider service issues, complaint trends, and significant or escalated cases.
Contact rider, as necessary or requested by client, to obtain additional information, provide information regarding client services, and conduct follow-up related to rider cases.
Develop and maintain productive working relationships with senior centers, healthcare providers, adult day programs, community organizations, and other facilities served by client to promote effective communication, identify service concerns, and support continuous improvement in service delivery.
Conduct regular visits to facilities and other locations served by client to meet with facility representatives, observe service delivery, identify recurring issues, and work collaboratively with client, CONTRACTOR staff, and subcontractors to improve service quality and the rider experience.
Analyze rider comments, complaints, compliments, and other case data to identify trends, systemic issues, and opportunities for service improvement.
Develop and implement corrective action plans and rider support improvements to address recurring issues.
Provide regular reports to client regarding rider support performance, case activity, complaint trends, corrective actions, and other performance metrics as requested.
Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to rider support.
Represent the CONTRACTOR at client's Accessible Transit Advisory Committee (ATAC) meetings and attend other meetings, presentations, and rider, stakeholder, or public engagement activities related to the client service, as requested by client, to provide information, receive rider feedback, strengthen relationships, and support continuous improvement of service delivery.
Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.