Customer Care Manager

MTM•Gilbert, AZ

17h

About The Position

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! What will your job look like? 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. Location: 436 S Hamilton Ct Gilbert AZ 85233 What you’ll do: 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 PassCom 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 What you’ll need: 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 Skills: 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 Working knowledge of Trapeze PASS paratransit software suite or other event-based paratransit applications is required, and a detailed understanding of Trapeze is a plus Ability to maintain a high level of confidentiality Even better if you have... College degree preferred Previous progressive roles in the transit industry, including driving or dispatch, preferred Knowledge in on-the-road service management, preferred What’s in it for you: Health and Life Insurance Plans Dental and Vision Plans 401(k) with a company match Paid Time Off and Holiday Pay Maternity/Paternity Leave Casual Dress Environment Tuition Reimbursement MTM Perks Discount Program Leadership Mentoring Opportunities Salary Min: $45,000 Salary Max: $60,000 This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process. MTM Transit is Proud to be an Equal Opportunity Employer MTM Transit is an equal opportunity employer who welcomes diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, familial status, marital status, economic status, political status, or other characteristic protected by applicable law. #MTMTransit

Requirements

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
Working knowledge of Trapeze PASS paratransit software suite or other event-based paratransit applications is required, and a detailed understanding of Trapeze is a plus
Ability to maintain a high level of confidentiality

Nice To Haves

College degree preferred
Previous progressive roles in the transit industry, including driving or dispatch, preferred
Knowledge in on-the-road service management, preferred

Responsibilities

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 PassCom 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