Customer Service Manager

Responsibilities

• Ensure 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.
• Provide positive and professional support to all employees.
• Communicate on a regular basis with client staff.
• Oversee the accurate documentation by customer service representatives.
• Identify and expedite customer complaints that require immediate attention.
• Escalate situations as needed to client agency.
• Respond to individual customer/passenger concerns in a timely and positive manner.
• Possess expertise in using the Trapeze system and other technology tools.
• Manage proper reporting and correspondence for “no show,” “no pay,” and “high cancel” clients.
• Maintain database or log of customer complaints/compliments.
• Serve as an expert to manage the team’s ability to respond to customer questions.

Qualifications

• High School diploma, college degree preferred.
• 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.
• Able to assist in investigating liquidated damages.
• Able to assist Risk Management with investigations of accidents/incidents.
• Able to ensure all reconciliations are completed timely and accurately each month.
• Promote positive customer service techniques, programs throughout the organization.
• Able to make six (6) new community contacts per year.
• Able to conduct transit education classes/seminars six (6) times per year.

Starting Salary Range

$67,000 - $79,000