Customer Care Coordinator (Administrative)
At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
What will your job look like?
MTM Transit in partnership with Valley Metro is looking for a Full Time Customer Care Coordinator to join our team in Phoenix, AZ team. The Customer Care Coordinator shall report directly to the General Manager and manage all customer service-related functions of the contract. The Customer Care Coordinator will be the lead quality assurance representative for all ongoing quality assurance issues for the contract. The Customer Care Coordinator be responsible for interfacing with Valley Metro and MTM transit operators.
Location: 436 S Hamilton Ct Gilbert AZ 85233
What you'll do:
Serve as the point of contact for all customer related to complaints for MTM Transit
Investigate, document and respond to complaints within three (3) business days
Monitor, review and adjust work processes and procedures accordingly
Oversee the PassCom feedback process to ensure contractual compliance
Work with the management team to review drive cam clips
Act as the primary point of contact for Valley Metro and stakeholders
Act as a liaison between internal teams to ensure customers' requests, complaints or accommodations are addressed
Assist with the development of recommendations for improvement and enforcement of all client policies related to our program
Proactively recommend process enhancements
Track and trend issues and provide corrective action recommendations for areas of concern
Compile daily compliance reports
Ensure that safe and professional high-quality customer service is emphasized and reinforced in all phases of service to Valley Metro customers
Ensure all data entry is accuracy
Identify recurring problems with work processes, policies, or procedures and contributes ideas on ways to resolve problems to better serve the customer and improve productivity
What you'll need:
Experience, Education & Certifications:
High School Diploma or G.E.D. equivalent
Skills:
Advanced analytical use of computers for word processing, spreadsheet analysis, database management, and development of presentations
Ability to learn new system functionality, developments, methods, and techniques including internal work processes, policies, and procedures to ensure we provide consistent and quality customer service
Ability to develop strong working relationships
Ability to analyze/interpret difficult situations and quickly make recommendations for resolutions
Capacity to work independently and manage multiple priorities
Ability to multi-task, prioritize work and collaborate effectively under pressure
Strong interpersonal and supervisory skills
Demonstrated history of high performance in customer service
Proven experience dealing with conflict management and resolution
Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
Excellent time management skills
Working knowledge of Trapeze PASS paratransit software suite or other event-based paratransit applications is required, and a detailed understanding of Trapeze is a plus Ability to maintain a high level of confidentiality
Even better if you have...
One year experience at MTM Transit, 2 years preferred
Two (2) years' experience as a driver in similar services, preferred
What's in it for you:
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Leadership Mentoring Opportunities
Salary Min: $22/hr
Salary Max: $25/hr
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM's People & Culture.
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