Position Summary The Client Relations & Service Recovery Specialist is responsible for protecting and enhancing the client experience at My Limousine Service by proactively managing service feedback, investigating service failures, and driving continuous improvement across all departments. This role serves as the central point of accountability for resolving client concerns, identifying service trends, and implementing corrective actions that strengthen operational performance, chauffeur standards, and reservation quality. Client Service Recovery

• Serve as the primary point of contact for all client service issues, complaints, and escalations.
• Respond promptly, professionally, and empathetically to all service failures to restore client confidence and satisfaction.
• Conduct thorough investigations into all reported incidents, coordinating with Dispatch, Reservations, Chauffeur Services, and Fleet as needed.
• Ensure all client communication reflects My Limousine Service's commitment to safety, reliability, and duty of care. Feedback & Survey Management
• Review and respond to all daily client survey responses, including both positive and negative feedback.
• Acknowledge all client feedback and ensure every concern is documented and addressed.
• Identify recurring issues or patterns from survey responses and escalate as appropriate.
• Ensure client follow-up is timely, consistent, and aligned with company service standards. Service Failure Tracking & Reporting
• Maintain a comprehensive daily log of all service failures.
• Track and report monetary losses associated with service failures, categorized by source.
• Develop and maintain reporting files outlining key service failures so our team can develop dashboards with metrics and trends. Trend Analysis & Continuous Improvement
• Provide structured feedback to department managers on individual and team performance related to service failures.
• Recommend process improvements and corrective actions to reduce repeat issues. Qualifications
• 3-5+ years of experience in customer relations, service recovery, or client experience roles.
• Strong investigative and problem-solving skills.
• Excellent communication skills.
• Strong organizational and time management skills.

Pay:

$17.00 - $19.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person