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MV Transportation is seeking an experienced Customer Service Lead to serve as a liaison between operations staff and passengers by responding in a timely manner to all passenger concerns, comments, and complaints, in a manner that provides local management with the information necessary to make system improvements.      

Responsibilities 

• Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the contract and the client. 
• Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as a proactive customer focus. 
• Respond to individual customer/passenger concerns in a manner that includes investigation and follow-up as concerns apply to specific employees. 
• Provide findings and resolution information to operations management for follow-up and possible reward and/or disciplinary action. 
• Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration. 
• Provide system information including eligibility, service area, fares, and system use to all interested parties. 
• Attend various public events as a representative of the program to provide information and feedback to general concerns/items of discussion.  
• Process consumer applications to determine eligibility according to client guidelines and maintain database of eligible passengers. 
• Other duties as assigned. 

Talent Requirements 

• High School diploma or equivalent; college degree preferred.
• Previous customer service experience preferred, experience in developing and managing customer service initiatives preferred. 
• Must have strong customer service skills utilizing both phone and written communication to create resolution for the client. 
• Ensure a professional attitude is maintained both with clients, ridership and the Customer Service team. 
• Must have strong MS Office suite skills and strong attention to detail both for written reports and data entry duties. 
• Ability to communicate effectively at all levels and ensure workload is completed in a timely manner.   

Starting pay rate: $18.87/hour

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. 

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