Accessibility & Community Relations Lead (Transit)

MV Transportation; Irvine (CA); On-site; USD 65,000 - 89,000; Full time

Job summary

MV Transportation in Irvine, California is seeking a Community Relations Manager to lead the call center operations and engage with the disabled community, advocates and service agencies.

You will ensure call center performance meets contractual KPIs, develop best practices to heighten efficiency and customer service, and maintain ongoing client communication with regular reports on rider activity and feedback.

Qualifications

• Associate's degree or equivalent experience.
• Three (3) years management/supervisory experience in a call center environment.
• Paratransit/transit experience preferred.
• Excellent verbal and written communication; fast-paced environment.
• Complaint resolution experience.
• Public relations experience.

Responsibilities

• Assign duties for call center personnel and provide weekly performance evaluations.
• Track employee hours and submit to payroll.
• Provide continuous CSR monitoring to ensure high quality service and KPIs.
• Maintain ongoing client, GM and customer communication with daily rider operation reports.
• Develop, implement and update best practices to heighten efficiency and customer service.
• Provide outreach to the disabled community and related organizations.
• Investigate and resolve rider complaints/concerns.
• Be the primary client contact for community relations matters.

Skills

Call center mgmt

Public relations

Verbal communication

Complaint resolution

Trapeze scheduling

Education

Associate degree

Tools

Trapeze scheduling

Job description

MV Transportation in Irvine, California is seeking a Community Relations Manager to lead the call center operations and engage with the disabled community, advocates and service agencies.

You will ensure call center performance meets contractual KPIs, develop best practices to heighten efficiency and customer service, and maintain ongoing client communication with regular reports on rider activity and feedback.