Customer Service Manager

MV Transportation•Anchorage, AK

18d

About The Position

MV Transportation is seeking a Customer Service Manager to investigate and resolve passenger complaints promptly, provide service information to interested parties, maintain a database of customer compliments and complaints, and support employees in delivering professional customer service, improving on-time performance, ensuring safety, and meeting client expectations. The role requires familiarity with the Americans with Disabilities Act (ADA) and expertise with the Trapeze system and other customer-service technology. The manager communicates regularly with client staff, oversees customer-service documentation, handles and escalates complaints, responds to passenger concerns with investigation and follow-up, and manages reporting and correspondence for “no show,” “no pay,” and “high cancel” clients. The position also tracks complaint trends, supports customer-service representatives in responding to policy and fare-system questions, develops internal campaigns and incentive programs, and may establish relationships with consumer agencies when directed by the client. Additional duties include determining complaint validity, assisting with liquidated-damages investigations and accident or incident investigations, completing monthly reconciliations, promoting customer-service programs throughout the organization, making six new community contacts per year, and conducting six transit education classes or seminars per year.

Requirements

High school diploma; a college degree is preferred.
At least three years of experience in a customer-service environment.
Excellent speaking, writing, and organizational skills.
Ability to communicate effectively at all levels.
General knowledge of Windows-based computer operating systems.
Knowledge of the service area.
Familiarity with the Americans with Disabilities Act (ADA).
Expertise using the Trapeze system and other customer-service technology tools.

Nice To Haves

College degree.

Responsibilities

Communicate regularly with client staff to ensure customer-service efforts meet client needs.
Oversee accurate documentation of customer information in the customer-service software.
Identify and expedite complaints requiring immediate attention and escalate situations to the client agency as needed.
Investigate and respond to individual passenger concerns promptly and positively, with follow-up by phone, email, or mail.
Use the Trapeze system and other technology tools supporting customer service.
Manage reporting and correspondence for “no show,” “no pay,” and “high cancel” clients.
Maintain a complaints and compliments database or log to identify trends requiring training or management consideration.
Help the team respond clearly, accurately, and respectfully to questions about policies, procedures, and the fare system.
Develop and implement internal customer-service campaigns and incentive programs.
Establish relationships with key consumer agencies when directed by the client.
Process customer complaints, including investigation, validity determination, and timely response under Customer Service policy.
Assist in determining the validity of liquidated damages through investigation.
Assist Risk Management with accident and incident investigations.
Ensure monthly reconciliations are completed accurately and on time.
Promote positive customer-service techniques and programs throughout the organization.
Make six new community contacts per year.
Conduct six transit education classes or seminars per year.