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Customer Service Specialist in Dallas, TX at MV Transportation

Date Posted: 5/2/2019

Job Snapshot

Job Description

MV Transportation is seeking a Customer Service Specialist to ensure that all customer concerns, requests, suggestions, and issues are addressed in an appropriate, timely, professional manner.

Responsibilities:

  • Performs the investigation, response, and tracking of all incoming customer related concerns or suggestions received from the general public (whether directly or from DART Customer Care) and internal sources; including Senior Management.
  • Seeks methods of streamlining the complaint process and makes recommendations for improvement.
  • Assists in training, motivating, evaluating, and coordinating MV staff and contract providers on 5 Star Customer Service programs and initiatives.
  • Prepares and delivers community presentations of Paratransit ADA programs, policies and procedures.
  • Participates in customer-focused activities by maintaining contact with customers, riding the service; participating in community-focused events; and conducting surveys.
  • Identifies benchmarking best practices and analyzing information and applications.
  • Compiles complaint reports for the contract compliance/QA team and for DART.
  • Performs audits of the Microtransit provider(s).
  • Prepares reports, presentations, and analysis obtained though data exported from the RouteMatch complaint module.
  • Monitors day-to-day performance of contractor for elements that affect the delivery of service to customers including On-Time Performance (OTP), complaints, call center service levels, etc. Reports issues and suggested improvements as appropriate to department manager.
  • Performs other duties as assigned.

Talent Requirements:
An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

  • Associates Degree from an accredited college or University in Business Administration, Public Administration, or other related fields.
  • Two (2) years of customer relations or administrative experience to include two (2) years working in positions requiring extensive customer service interactions.
  • Must be able to lift object weighing up to 15 pounds such as books, files, or computer binders.
  • Ability to be dedicated to meeting the expectations and requirements of internal and external customers.
  • Ability to speak and write clearly and succinctly in a variety of communication settings and styles.
  • Ability to settle disputes equitably; can find common ground and get cooperation with minimum noise.
  • Ability to scope out length and difficulty of tasks and projects; measures performance against goals.
  • Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
  • Ability to identify the processes necessary to accomplish tasks; can facilitate effective brainstorming and build consensus among team members; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently.

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.

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