Customer Service Lead

MV Transportation • Santa Clarita, CA

19h • $22

About The Position

MV Transportation is seeking an experienced Customer Service Lead to serve as a liaison between operations staff and passengers by responding in a timely manner to all passenger concerns, comments, and complaints, in a manner that provides local management with the information necessary to make system improvements.

Requirements

• High School diploma or equivalent
• Previous customer service experience preferred, experience in developing and managing customer service initiatives preferred.
• Must have strong customer service skills utilizing both phone and written communication to create resolution for the client.
• Ensure a professional attitude is maintained both with clients, ridership and the Customer Service team.
• Must have strong MS Office suite skills and strong attention to detail both for written reports and data entry duties.
• Ability to communicate effectively at all levels and ensure workload is completed in a timely manner.

Nice To Haves

• College degree preferred.

Responsibilities

• Communicate on a regular basis with client staff to ensure cust omer service efforts meet the demands of the contract and the client.
• Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as a proactive customer focus.
• Respond to individual customer/passenger concerns in a manner that includes investigation and follow-up as concerns apply to specific employees.
• Provide findings and resolution information to operations management for follow-up and possible reward and/or disciplinary action.
• Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration.
• Provide system information including eligibility, service area, fares, and system use to all interested parties.
• Attend various public events as a representative of the program to provide information and feedback to general concerns/items of discussion.
• Process consumer applications to determine eligibility according to client guidelines and maintain database of eligible passengers.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED