Quality Assurance Supervisor in Washington, DC at MV Transportation

Date Posted: 9/20/2019

Job Snapshot

Job Description

MV Transportation is seeking a Quality Assurance Supervisor to ensure that all passenger complaints are investigated and resolved in a timely manner, supply service information to all interested parties, and be thoroughly familiar with Americans with Disabilities Act (ADA).

Job Responsibilities:

  • Accurately document 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.
  • Manage proper reporting and correspondence.
  • Ability to clearly, accurately and respectfully respond to customer questions regarding all policies and procedures; including the fare system.
  • Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
  • Other duties as assigned.

Talent Requirements:

  • High School diploma.
  • Must have a minimum of one (1) years' experience in customer service environment.
  • 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.
  • Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function.
  • Flexible availability (overtime may be required when necessary).

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.