Manager of Parking Customer Experience

Keolis America•Boston, MA

7d•$84,000 - $91,323

About The Position

The Manager of Parking Customer Experience is responsible for the management of the Keolis Parking Customer Experience team, including required activities and associated roles and responsibilities in the delivery of the end-to-end process. They support of MBTA/Keolis contract and to ensure a successful, safe, and reliable parking experience for MBTA customers.

Requirements

A post-secondary degree preferred; or, practical experience coupled with a High school Diploma or GED.
Experience in all aspects of overseeing a Customer Experience team (call center experience preferred).
Excellent interpersonal, communication and Supervisory skills.
Advanced writing and keyboard skills.
Advanced internet and data entry knowledge.
The ability to maintain composure and professional tone in difficult situations is paramount.
The ability to lead and engage a diverse team to achieve the highest professional and personal success.
The ability to maintain relationships with Keolis vendors and MBTA clients is a key.

Nice To Haves

Proficiency in languages other than English are desirable.
Experience in, and understanding of, parking-related operations desirable.
Experience with offering innovative ideas toward the enhanced success of teams is key.

Responsibilities

Responsible for managing and improving the Customer Experience Supervisors and Specialists.
Manages escalations from customer contacts and supports the Customer Experience team in the overall delivery of contract requirements related to both enforcement and customer experience.
Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance
Responsible for ensuring Customer Experience team identifies, investigates, actions, and resolves all appeals within the prescribed scope.
Ensure Customer Experience Supervisors and Specialists perform the day-to-day execution of activities and job component process steps within the end-to-end process for categorizing and remediating all customer issues.
Provide for and ensure quality training for Customer Experience Supervisor and Specialists is successfully planned and executed.
Ensure Supervisors and Specialists fully understand how to review and act on the various types of appeals, suggestions, and complaints that they receive.
Manage process for mailed in appeals.
Investigate the appeal according to contractually defined workflow.
Ensure that appeals for Handicapped violations are properly reviewed and actioned by Customer Experience Supervisors and Specialists.
Ensure that the Customer Experience team follows the proper payment process and that inquiries are properly addressed in a timely manner.
Assume main point of contact between Keolis and the Registry of Motor Vehicles to ensure issues related to violations are resolved by Customer Experience team.
Oversee process of check payments and monitor Plate Sentry dashboard.
Ensure that complaints are addressed and followed up by the Supervisor.
Responsible for extensive specialized database management.
Ensure Senior Manager of Parking Operations and Customer Experience is updated daily on overall operations and timely conflict resolution.
Manage Issue Tracking Portal (ITP) database to respond to customer communications.
Manage and audit that the proper coding, assignment, follow-up, preparation, and delivery of customer responses, both verbally and in written form are held to excellent execution.
Manage information and reporting to meet passenger expectations as well as MBTA operating agreement and requirements.
Ensure Customer Experience team escalates concerns to the appropriate departments and follows up with customers via the appropriate channel.
Manage efforts to create and utilize suggested language and formatted templates for professional customer correspondence and communication practices.
Manage to ensure Customer Experience team meets all performance goals and standards.
Manage and audit call center and Customer Experience team in efforts to minimize call queue time and call duration.
Oversee swift database response time.
Manage to ensure customer satisfaction is at the highest level possible.
Assist with parking payment issues, application, or technical difficulties.
Promote Keolis’s commitment of adopting and implementing a customer experience excellence culture by performing to the highest professional standards in their day-to-day interactions and adherence to Keolis performance standards.
Comply with and ensure staff compliance with all safety rules and procedures and report all hazards as required.
Maintain professional relationships with the Passenger Information Center, other Keolis personnel and the MBTA Customer Services teams.
Attend and participate in all assigned training, particularly associated with customer safety and security related issues.
Cross training and potential deployment for short-term or long-term commitments within the Customer Experience department.
Support Senior Manager of Parking Operations and Customer Experience and the Director of Parking to ensure excellent customer experience.
Critical point of contact in maintaining a positive relationship with MBTA client.
Manage and execute creative processes to expand the Customer Experience department to succeed, allowing for the highest level of customer satisfaction.

Benefits

Generous Medical & Rx plan
Dental & Vision Plan
Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
Fidelity 401K Program
Flexible Spending Accounts
Transit and Parking Reimbursement Benefits
Employee Assistance Program
Company Sponsored Life & Accidental Death and Dismemberment Benefits
Education Assistance
Short- & Long-term Disability Benefits
Voluntary Benefits Plan options including Supplemental health plans for accidents, critical illness, hospital stays
Pet, Home, Auto insurance