Customer Service Manager

MV Transportation, Inc.; Anchorage (AK); On-site; USD 55,000 - 85,000; Full time

Job summary

MV Transportation, Inc. is seeking a Customer Service Manager to investigate and resolve passenger complaints, provide service information, and uphold ADA compliance.

You will maintain records, support staff professionally, and help improve on-time performance while exceeding client expectations. The role requires strong communication, organization, and Windows skills, with at least three years in a customer service environment.

Qualifications

• Minimum of 3 years in a customer service environment.
• Strong spoken and written communication abilities.
• Familiar with Windows-based systems.
• Knowledge of ADA compliance preferred.

Responsibilities

• Oversee documentation by CSRs in customer service software.
• Investigate and resolve customer complaints promptly.
• Communicate with client staff to align service efforts.
• Respond to concerns via phone, email, or mail.
• Develop customer service campaigns and training.
• Ensure accurate monthly reconciliations and reporting.

Skills

Customer service

Communication skills

Organization skills

Written communication

Effective at all levels

Windows OS

Knowledge of service area

Education

High school diploma

College degree preferred

Tools

Trapeze

Job description

MV Transportation is seeking a Customer Service Manager to ensure that all passenger complaints are investigated and resolved in a timely manner, supply service information to all interested parties, be thoroughly familiar with Americans with Disabilities Act (ADA), maintain database of customer compliments/complaints, and to provide positive and professional support to all employees so as maximize professionalism, enhance customer service, improve on-time performance, ensure safety and exceed client expectations.

Job Responsibilities

• Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client.
• Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided.
• Identify and expedite customer complaints that require immediate attention and expedite situations as needed to client agency.
• Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail.
• Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function.
• Manage proper reporting and correspondence for “no show”, “no pay” and “high cancel” clients.
• Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration.
• Serve as an expert to manage the team’s ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system.
• Develop and implement internal Customer Service campaigns and incentive programs.
• If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus.

Talent Requirements

• High School diploma, college degree preferred.
• Must have a minimum of three (3) years’ experience in customer service environment.
• Excellent speaking, writing, and organization skills.
• Ability to communicate effectively at all levels.
• General knowledge of windows-based computer operating systems.
• Knowledge of service area.
• Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
• 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.
• Make six (6) new community contacts per year.
• Conduct transit education classes/seminars six (6) times per year. MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants. Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.