Customer Service

1 week ago

Dania Beach, Florida, United States Keolis Commuter Services Full time

** Customer Service - Quality Assurance Mgr**

**Job Category****:** Operations Management **Requisition Number****:** CUSTO001609 Showing 1 location **Job Details**

**Description**

**Role Tittle:** Customer Service/Quality Assurance Manager

**Location:** Fort Lauderdale, FL

**Role Purpose:** The Customer Service/QA Manager is responsible for effectively and efficiently researching and responding to Customer Service related inquiries/comments from passengers, employees and other stakeholders. Oversees the daily activities of the Customer Service Department and works to resolve Customer Service related issues. The position is also responsible for contract compliance, quality assurance and ensuring the overall quality of service.

**Key Accountabilities:**

Customer Service Management

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.

Quality Assurance Management

Manage quality assurance program to ensure compliance with Contract Performance Standards. and Keolis QA policies

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.

Coordinates with the Senior Performance Analyst on the development, measurement and reporting of quality performance indicators

Coordinate internal control and corporate quality assurance reviews.

Communicate QA status through Monthly Reports

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

Supervise Customer Service staff

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

**Knowledge and Experience:**

Bachelors degree and at least 6 years of Customer Service and Quality Assurance experience.

Progressive experience in quality assurance auditing, investigation and/or analysis required.

Public Transit experience preferred.

Strong computer skills, including proficiency in MS Office products, including Excel required

Must understand internal control requirements and best practices as well as demonstrate the ability to suggest mitigating controls, where necessary.

Experience in leading and managing employees, individually and in a team / project environment

Strong oral and written communication skills are a must.

Experience with clearly presenting findings and recommendations to management and client required.

Must be able to work various hours to meet with employees in a 24/7 environment

Must be able to pass a pre-employment drug test

**Work Environment:**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Generally works inside air-conditioned office; Occasional walks outside in extreme weather (hot/cold); May sit for over six hours a day; High volume use of telephone and computer keyboard/monitor for over six hours a day.

**Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

They include frequent sitting, standing, walking and frequent use of a keyboard and computer monitor. Regular use of the telephone and e-mail for communication is essential

**Additional Statements**

Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. If applying for a safety sensitive position, it may require 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.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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