Customer Care Manager

What will your job look like

The Manager Customer Care shall report directly to the General Manager and manage all customer service-related functions of the contract. The Manager Customer Care will be the lead quality assurance representative for all ongoing quality assurance issues for the contract. The Manager Customer Care be responsible for interfacing with Valley Metro and MTM transit operators.

Location: 436 S Hamilton Ct Gilbert AZ 85233

What youll do:

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

• Make determination of disciplinary action on validated complaints

• Oversee and ensure compliance with the contract for all customer service and quality assurance functions

• Oversee the PassCom feedback process to ensure contractual compliance

• Be available for both virtual and in-person Client meetings and ensure all documentation is prepared for Client related meetings

• Meet with external stakeholders to understand concerns/complaints that are customer service related and work to resolution

• Act as the primary point of contact for Valley Metro and external stakeholders as it relates to complaints

• Educate and enforce all client policies related to our compliant program

• Monitor review and adjust work processes and procedures accordingly

• Assist in identifying validity of the liquidated damages through investigation

• Assist Risk Management with investigations of accidents/incidents

• Ensure all reconciliations are completed timely and accurately each month

• Promote positive customer service techniques programs throughout the organization

• Responsible for making outbound calls to passengers to address and resolve customer complaints

• Review drive cam clips if needed for support documentation

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

• Proactively identify process enhancements

• Track and trend issues and provide corrective action resolutions 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

• Enter data entry in the applicable data tracking system to ensure accuracy

• Identify recurring problems with work processes policies or procedures and contribute 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

• Must have a minimum of three (3) years experience in a customer service environment

• Previous experience with ADA paratransit services

• Knowledge of service area

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

• Strong communication skills and excellent conflict resolution abilities are highly valued

• 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...

• College degree preferred

• Previous progressive roles in the transit industry including driving or dispatch preferred

• Knowledge in on-the-road service management 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: $45000

Salary Max: $60000

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.

MTM Transit is Proud to be an Equal Opportunity Employer

MTM Transit is an equal opportunity employer who welcomes diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability veteran status familial status marital status economic status political status or other characteristic protected by applicable law.

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