Maintenance Quality Assurance Manager/Trainer

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 escalate 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.
• Coach, counsel, and retrain staff as required
• Attend monthly client AAC meeting
• Might be required to implement and revise SOP
• Other duties as assigned

Talent Requirements

• Possess Certifications from an accredited technical college or an equivalent combination of education, technical certifications, training, and experience acceptable to client.
• Must have a bachelor's degree from an accredited college or university and four (4) years of experience in administrative or professional work.
• Must have the ability to work effectively with client management and division personnel to determine training needs and develop new training programs to meet those needs.
• Must be legally licensed to operate a bus in the State of California and must possess a valid Class C license as well as maintain a valid medical
• certificate and any other licenses or certificates required by applicable federal, state, or local regulations
• 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
• Conduct transit education classes/seminars six (6) times per year

Salary Range: $63,913-$86,471

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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