Customer Care Coordinator

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...