Community Relations Manager

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MV Transportation is seeking aCommunity Relations Managerfor proposed business to manage the call center operation and engage with the disabled community advocates and service agencies. Overall responsibility for call center performance ensuringthat 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 clientGMandcustomers 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.
• Serve as the primary point of contact for client regarding community relations matters.
• Oversee the investigation documentation and response to all rider comments complaints compliments and other rider feedback associated with the services provided under this Agreement including services performed by subcontractors.
• Ensure all rider cases are reviewed investigated documented and responded to in accordance with the requirements of this Agreement.
• Maintain regular communication and coordination with clients Field Administrator(s) regarding rider service issues complaint trends and significant or escalated cases.
• Contact rider as necessary or requested by client to obtain additional information provide information regarding client services and conduct
  follow-up related to rider cases.
• Develop and maintain productive working relationships with senior centers healthcare providers adult day programs community organizations and other
  facilities served by client to promote effective communication identify service concerns and support continuous improvement in service delivery.
• Conduct regular visits to facilities and other locations served by client to meet with facility representatives observe service delivery identify recurring issues and work collaboratively with client CONTRACTOR staff and subcontractors to improve service quality and the rider experience.
• Analyze rider comments complaints compliments and other case data to identify trends systemic issues and opportunities for service improvement.
• Develop and implement corrective action plans and rider support improvements to address recurring issues.
• Provide regular reports to client regarding rider support performance case activity complaint trends corrective actions and other performance metrics as requested.
• Maintain a thorough knowledge of the ADA applicable FTA requirements and all client policies procedures and operating requirements applicable to rider
  support.
• Represent the CONTRACTOR at clients Accessible Transit Advisory Committee (ATAC) meetings and attend other meetings presentations and rider
  stakeholder or public engagement activities related to the client service as requested by client to provide information receive rider feedback strengthen relationships and support continuous improvement of service delivery.
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Talent Requirements:

• Associatesdegree or equivalent experience
• Three (3) yearsmanagement/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 salary range: $65469-$88576

MV Transportation is committed to a 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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