Customer Service Manager

MV Transportation•Anchorage, AK

About The Position

MV Transportation is seeking a Customer Service Manager to investigate and resolve passenger complaints in a timely manner, provide service information to interested parties, maintain familiarity with the Americans with Disabilities Act (ADA), manage a database of customer compliments and complaints, and support employees in ways that promote professionalism, customer service, on-time performance, safety, and client satisfaction. The role works regularly with client staff and customer service representatives, oversees complaint documentation and escalation, and responds to passenger concerns through investigation and follow-up. It also supports reporting and correspondence, uses the Trapeze system and other customer-service technology, monitors complaint trends, and develops customer service campaigns and incentive programs. Depending on client direction, the manager may build relationships with consumer agencies and facilitate direct communication and feedback.

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.

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 by customer service representatives in the provided customer service software.
Identify and expedite complaints requiring immediate attention and escalate situations to the client agency as needed.
Investigate and respond to individual customer or passenger concerns in a timely, positive manner by phone, email, or mail, including follow-up.
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 database or log of complaints and compliments to identify trends that may require training or management consideration.
Guide the team in clearly, accurately, and respectfully answering customer questions about policies, procedures, and the fare system.
Develop and implement internal customer service campaigns and incentive programs.
When directed by the client, establish relationships with key consumer agencies to facilitate communication, feedback, and proactive customer focus.
Process customer complaints, including investigation, validity determination, and timely response in accordance with 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.