Job Description
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MV Transportation is seeking a Community Relations Manager to manage the call center operation and engage with the disabled community, advocates and service agencies. Overall responsibility for call center performance ensuring that operation achieves internal efficiency standards and meets all contractual KPIs.
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 achievement of all KPIs
- Maintain ongoing communication with client, GM and customers and generate daily reports on call center operations
- Develop, implement and update best practices to heighten efficiency and enhanced customer service
- Provide outreach to the disabled community and other client related organizations
- Investigate and resolve all rider complaints/concerns
- Other duties as assigned
Talent Requirements:
- Associate’s degree or equivalent experience
- Three (3) years management/supervisory experience in a call center environment
- Paratransit/transit experience preferred
- Excellent verbal skills both written and oral – able to work in a fast-paced environment – working knowledge of Trapeze scheduling and dispatch software
- Complaint resolution experience
- Public relations experience
Starting pay rate: $23.44/hour
MV Transportation is committed to as 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.