JOB
Manage the daily operations, functions, and activities of the Customer Service department including planning, organizing, and directing work activities of staff.
EXAMPLE OF DUTIES
Manage day-to-day customer service activities, performing duties in support of the department; serve as liaison among customer service representatives to other departments.Advise Operations and Dispatch of schedule and service problems indicated by customer inquiries and comments.Respond to customer inquiries, concerns and complaints; provide direction, guidance and intervention when necessary.Oversee the processing of transit pass and ticket sales.Daily review of all petty cash, cash drawer and credit card settlements. Investigate/correct out-of-balance conditions; assist staff with this as needed.Plan, coordinate and assign staff work plans; ensure compliance with Agency policies and procedures.Supervise, coach, and evaluate assigned staff; counsel and issue corrective action when needed.Participate in the selection process of new employees; ensure appropriate training is provided.Participate in public outreach processes to inform public of Agency programs; provide information to the public regarding system services and changes.Contribute to the goals and objectives of the department; formulate and implement operational policies, procedures, and controls to ensure safe and efficient operations.Evaluate departmental programs including phone operations, ticket and pass sales, customer comments, and lost and found items; make recommendations to enhance processes and programs to enhance efficiency and accuracy.Adhere to established service, budgetary and customer satisfaction standards; recommend changes as needed.Oversee the placement and distribution of electronic and printed informational materials.Design, implement, instruct, and promote the Agency’s Travel Training Program by educating and training commuters about the public transit system; coordinate with Travel Training staff.As needed, manage community outreach workshops and presentations for the Travel Training Program to community agencies, schools, retirement homes, transportation fairs, and professional organizations.Ensure lost and found items are being correctly recorded, stored, maintained and distributed.Provide regular reports on program status and progress.Maintain accurate records, files, and contact information.Participate in meetings and events on weekends and evenings as required.Work with and maintain confidential information.Demonstrate regular and punctual attendance.Other duties and tasks as assigned.
SUPPLEMENTAL INFORMATION
Understand and apply customer service principles and methods, including telephone etiquette, patience, conflict resolution, persuasion and de-escalation.Customer service techniques used to establish, maintain, and foster positive working relationships with those encountered during workPrinciples and methods of supervision, training, and employee development.Familiarity with the geography, major transit routes, and landmarks of Benton and Franklin Counties; read schedules, paper/electronic maps and comprehend directions of travel.Federal, state, and local laws and regulations as they apply to transit operations, cash management and employment practices.Accurate and efficient data entry skills with knowledge of reconciliation processes to ensure accuracy in financial records.Learn new technologies, policies, procedures, and guidelines established by professional organizations and/or governing agencies.Utilize office equipment and other relevant technology (software and systems) to meet business needs.Exercise sound judgment in making decisions.Focus on tasks and recall details; handle frequent interruptions.Procedures and techniques for investigating and resolving complaints.Write clear, concise reports and other documentation.Define problem areas; develop and recommend effective courses of action.Effectively represent the Agency in a variety of public and private sector activities.Identify and define challenges; develop, evaluate, recommend and implement “best course” alternatives.BFT IS AN EEO EMPLOYER