Transit Customer Experience Manager

MV Transportation; Anchorage (AK); On-site; USD 60,000 - 80,000; Full time

Job summary

MV Transportation is seeking a Customer Service Manager to ensure timely investigation and resolution of passenger complaints, provide service information, and maintain a comprehensive database of feedback. The role requires ADA familiarity and a focus on professionalism to boost on-time performance and safety.

The ideal candidate has at least three years in a customer service role and strong communication, organization, and Windows skills.

Qualifications

• High School diploma; college degree preferred.
• Minimum of three years’ experience in a 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 with investigation, validity determination and timely response as per policy.
• Assist in risk management investigations and monthly reconciliations.
• Develop and implement internal customer service campaigns and training.

Responsibilities

• Communicate regularly with client staff to align customer service with client needs.
• Oversee documentation by customer service representatives in the software.
• Identify and expedite critical customer complaints to client agency.
• Respond to customer/passenger concerns promptly via phone, email, or mail.
• Utilize the Trapeze system and other tools supporting CS functions.
• Manage reporting for no-shows, no-pay, and high-cancel cases.
• Maintain a log of complaints/compliments to identify trends.
• Guide the team in clear, accurate, and respectful responses to policy questions.

Skills

Communication skills

Organization

Customer service

Effective at all levels

Windows OS knowledge

Education

High School diploma

College degree preferred

Tools

Trapeze system

Windows-based OS

Job description

MV Transportation is seeking a Customer Service Manager to ensure timely investigation and resolution of passenger complaints, provide service information, and maintain a comprehensive database of feedback. The role requires ADA familiarity and a focus on professionalism to boost on-time performance and safety.

The ideal candidate has at least three years in a customer service role and strong communication, organization, and Windows skills.