Customer Service Manager
MV Transportation • Anchorage, AK18d
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Customer Service Manager
MV Transportation•Anchorage, AK
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Job Search Resources
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