Customer Service Supervisor

MV Transportation•Lancaster, CA

46d

About The Position

MV Transportation is seeking an experienced Customer Service Supervisor 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. Responsibilities include communicating regularly with client staff to ensure customer service efforts meet contract demands, establishing relationships with key consumer agencies for direct communication and feedback, and responding to individual customer/passenger concerns through investigation and follow-up. The role involves providing findings and resolution information to operations management, maintaining a database of customer feedback to identify trends, providing system information to interested parties, attending public events as a program representative, and processing consumer applications to determine eligibility. The supervisor will also be responsible for counseling, coaching, and disciplining staff.

Requirements

High School diploma or equivalent
Previous customer service experience preferred
Experience in developing and managing customer service initiatives preferred
Strong customer service skills utilizing both phone and written communication to create resolution for the client
Professional attitude maintained both with clients, ridership and the Customer Service team
Strong MS Office suite skills
Strong attention to detail both for written reports and data entry duties
Ability to communicate effectively at all levels
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 customer 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.
Be able to counsel, coach and discipline.