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Mid-South Transportation Management, Inc.
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Customer Experience Officer
$87k-120k (estimate)
Full Time 3 Months Ago
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Mid-South Transportation Management, Inc. is Hiring a Customer Experience Officer Near Memphis, TN

EFFECTIVE DATE: 11/7/2022
FLSA: ExemptJOB TITLE: Customer Experience Officer

DEPARTMENT: Customer Service

REPORTS TO: Chief of Staff

DIRECT REPORTS:

Customer Service Manager, Customer Service Representatives, Call Center Agents (Routes & Scheduling)

JOB FUNCTION: Oversees all transit center customer service staff units and scheduling of Call Center operations.

ESSENTIAL DUTIES AND RESPONSIBLILITIES:

  1. Develops customer service and call center staff for peak performance through consistent training, assigning, coaching and development, counseling, communicating job expectations, enforcing policies and procedures while maintaining effective working relationships with staff.
  2. Maintains and improves customer service centers and call center operations through innovation, training, staff development, and addressing deficiencies.
  3. Handles and resolves escalated customer interactions that are beyond the scope of a representative or call agent ability to handle.
  4. Ensures customer service sales and activities and call center metrics and KPI’s are met daily, weekly, monthly, quarterly, and annually.
  5. Provides reporting to the Chief of Staff.
  6. Provides hands on supervision to all customer service staff, including Customer Service Manager, customer service representatives and call center agents.
  7. Develops, implements, reviews and monitors policies and procedures.
  8. Analyzes operational data and makes recommendations to Chief of Staff to streamline processes.
  9. Establishes and maintains effective working relationships within the MATA/MTM community as well as with external stakeholders and the general public.
  10. Works with other internal departments to address service issues, as needed.
  11. Ensures Call Center staff contractual requirements are met or exceeded with respect to the collective bargaining agreement.

OTHER DUTIES AND RESPONSIBILITIES:

  1. Performs general office or administrative duties.
  2. Assumes additional responsibilities as required.
  3. Must be available to work weekdays, weekends and holidays as may be needed as well as special events.

MINIMUM QUALIFICATIONS:

Education: Bachelor’s degree Business Administration, or related field. Overall experience may be

considered in lieu of advanced education.

Other:

  1. A minimum of 3 years of progressively responsible customer experience required, including as a successful call center supervisor or manager.
  2. A positive attitude and desire to serve customers is required. Experience working with people in a customer-focused organization as well as in a team environment office setting is necessary.
  3. Must be proficient in the use of a personal computer, general office equipment and Microsoft Office software, particularly Word, Excel, Outlook and Internet Explorer.
  4. Experienced using ACD phone systems (or similar) for reporting and performance analysis and experienced using call monitoring software to query reports and develop performance analysis.
  5. Excellent verbal and written skills, and ability to investigate issues thoroughly and see them through to resolution. Should be able to think outside the box and develop creative solutions to recover customers who have experienced a service failure.
  6. Willing and able to interact with all levels of management.
  7. Must be a self-starter, be self-motivated with a can-do attitude and able to work independently as required as well as be a team player.
  8. Must demonstrate willingness and ability to provide world class customer service to both internal and external customers with a service-oriented attitude, representing HR and the company in a positive and professional manner.
  9. Must be able to maintain confidentiality at all times without exception and ensure the integrity of all documents.
  10. Must be able to successfully use a personal computer and be at a mid-level of proficiency with Microsoft Office products.
  11. Requires ability to handle numerous activities at one time and move between tasks. Able to organize tasks in accordance with company and department priorities and complete them efficiently and on time.
  12. Should be able to read, understand and follow a labor contract as part of investigative efforts.
  13. Must be willing to comply with MATA’s Drug and Alcohol Policy.
  14. Regular and consistent attendance is required.
  15. Must always comply with safety and COVID protocols.

Environment:

  1. Extensive sitting is required while using office equipment such as computers, phones, printers, or fax machines.
  2. Some standing and walking during a normal workday will also be required as well as bending, stooping, kneeling, and crouching.
  3. Most work will be performed in inside working conditions but should be able to tolerate changes in building environments such as with or without air conditioning or heating.
  4. May be required occasionally to move up to 20 pounds by lifting, carrying, pushing, pulling or otherwise repositioning objects.
  5. Fingering and repetitive motions will be required for data entry, while picking items up or while filing.
  6. Able to express or exchange ideas with others accurately and at an easily audible volume through the use of spoken words. Able to receive detailed information through oral communication or by phone at usual speaking levels and differentiate between sounds in the environment.
  7. Close visual acuity to perform detail-oriented activities as well as acuity to perform activities at or within arm’s reach with skill, control and accuracy such as preparing and analyzing data, viewing a computer screen or for significant reading of documents and other materials.

The above description is intended to describe the general content, identify the essential functions, and set forth the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

MTM IS AN EQUAL OPPORTUNITY M/F/H/V EMPLOYER AND PROMOTES A DRUG-FREE WORKPLACE. 

Job Summary

JOB TYPE

Full Time

SALARY

$87k-120k (estimate)

POST DATE

12/01/2022

EXPIRATION DATE

01/09/2023

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