Knowledge and Experience:
Bachelor’s degree
6 years of customer service experience
Public Transit experience preferred
Microsoft systems experience
Experience in leading and managing employees, individually and in a team / project environment
Experience with presenting findings to management
Customer service management experience
KPI experience
Audit experience
Skills:
Communication skills (Written & Verbally)
Investigation skills
Strategic Skills
Goal oriented
Coordination skills
Prioritizing, Training skills
Interviewing skills
Friendly and professional
Attentive to deals
Problem solving skills
Leader
Key Accountabilities:
Investigates customer concerns and complaints and provide corrective action when applicable
Develop client communication strategies to foster a positive client relationship.
Establish KPIs for continuous operational and customer satisfaction improvements and determine methods of correction necessary to achieve and sustain desired results.
Perform, coordinate, and oversee audits of all transportation, safety and maintenance processes to ensure compliance with procedures and achievement of process objectives under the direction of the General Manager and in close coordination with the department heads and supervision.
Coordinate internal control and corporate quality assurance reviews.
Interview operators and passengers to obtain additional information regarding customers concerns
Review video from the coaches to gather facts about the incident in question.
Respond to the Client with details about Customer Service inquiries/comments.
Develop and conduct Customer Service training
Establish complaint reduction strategies in concert with operating department heads
Coordinate with Department Heads on monthly Liquidated Damage claims, joint development of the LD response and final submission and for exoneration
Other duties as assigned
Additional Statements:
Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen.
Also, contingent upon receiving a favorable background check.
Must pass a physical examination.
Safety commitment: Safety is a way of life at Keolis.
By placing safety first, we ensure the wellbeing of our employees, customers, and communities.
Together we can become the most successful transportation company in the world.
Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.
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