DFHV Client Relations Manager - $91k - $127k
Job Summary
This position is located in the Department of For-Hire Vehicle (DFHV), the Office of Client Services. The purpose of this position is to serve as a Client Relations Manager, responsible for managing interactions between clients and the agency to create value. The clients range from passengers, drivers, companies, and registered agents submitting applications on behalf of drivers or companies. This position provides objective assessment of operations and helps accomplish program goals by evaluating risks, controls, and governance processes.
Duties and responsibilities
The Client Relations Manager will deliver positive client experience by consulting with clients, diagnosing their issues over the phone, email, and in person to understand their needs, and directs them to the appropriate staff or resource. Manages and coaches’ staff (employees and contractors) who may be involved in service delivery to improve compliance with document review, applications, license processing related to taxi companies, associations, payment service providers, and taximeter installation centers. Incumbent determines the extent to which an entity achieves the desired results or benefits established by regulations or other authorizations. Determines the effectiveness of organizations, programs, activities, and determines if an entity is complying with laws and regulation applicable to a program.
The incumbent of this position will manage the day-to-day operations of the Client Service Unit and monthly activities of account managers. Develops and maintains strong business relationships with key and influential customer contacts. Coordinates monthly meetings with clients to review trends and transactions conducted with the DFHV. Conducts staff trainings regarding the implementation of new rules and regulations. The Client Relations Manager builds internal and external partnerships to handle objectives, as well as keeping partners informed on regulations and policies that can improve their bottom line.