Customer Care Coordinator

At MTM Transit it is never just a ride its personal. We understand that our passengers deserve personalized attention and exceptional care and to us every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation collaboration and growth. If you are passionate driven and ready to join a team where your work will directly transform and shape our industry then we want to talk to you!

What will your job look like

MTM Transit in partnership with Valley Metro is looking for a Full Time Customer Care Coordinator to join our team in Phoenix AZ team. The Customer Care Coordinator shall report directly to the General Manager and manage all customer service-related functions of the contract. The Customer Care Coordinator will be the lead quality assurance representative for all ongoing quality assurance issues for the contract. The Customer Care Coordinator be responsible for interfacing with Valley Metro and MTM transit operators.

Location: 436 S Hamilton Ct Gilbert AZ 85233

What youll do:

• Serve as the point of contact for all customer related to complaints for MTM Transit

• Investigate document and respond to complaints within three (3) business days

• Monitor review and adjust work processes and procedures accordingly

• Oversee the PassCom feedback process to ensure contractual compliance

• Work with the management team to review drive cam clips

• Act as the primary point of contact for Valley Metro and stakeholders

• Act as a liaison between internal teams to ensure customers requests complaints or accommodations are addressed

• Assist with the development of recommendations for improvement and enforcement of all client policies related to our program

• Proactively recommend process enhancements

• Track and trend issues and provide corrective action recommendations for areas of concern

• Compile daily compliance reports

• Ensure that safe and professional high-quality customer service is emphasized and reinforced in all phases of service to Valley Metro customers

• Ensure all data entry is accuracy

• Identify recurring problems with work processes policies or procedures and contributes ideas on ways to resolve problems to better serve the customer and improve productivity

What youll need:

Experience Education & Certifications:

• High School Diploma or G.E.D. equivalent

Skills:

• Advanced analytical use of computers for word processing spreadsheet analysis database management and development of presentations

• Ability to learn new system functionality developments methods and techniques including internal work processes policies and procedures to ensure we provide consistent and quality customer service

• Ability to develop strong working relationships

• Ability to analyze/interpret difficult situations and quickly make recommendations for resolutions

• Capacity to work independently and manage multiple priorities

• Ability to multi-task prioritize work and collaborate effectively under pressure

• Strong interpersonal and supervisory skills

• Demonstrated history of high performance in customer service

• Proven experience dealing with conflict management and resolution

• Intermediate level of proficiency or above in Microsoft Outlook Word & Excel

• Excellent time management skills

• Working knowledge of Trapeze PASS paratransit software suite or other event-based paratransit applications is required and a detailed understanding of Trapeze is a plus Ability to maintain a high level of confidentiality

Even better if you have...

• One year experience at MTM Transit 2 years preferred

• Two (2) years experience as a driver in similar services preferred

Whats in it for you:

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Leadership Mentoring Opportunities

Salary Min: $22/hr

Salary Max: $25/hr

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.

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