Customer Service Manager

Job Summary
The Customer Care Manager is responsible for planning, directing, and overseeing the daily operations of the Customer Care Call Center for both Fixed Route, Microtransit and Paratransit services. This role leads and trains customer service staff, develops and implements customer service training programs for new hires and existing employees, and ensures service excellence across all customer interactions. The Customer Care Manager also coordinates activities with internal departments and external agencies, provides high-level administrative support aligned with the mission of BJCTA, and performs related duties as assigned.

ESSENTIAL JOB FUNCTIONS

• Schedules employees’ work hours to conform to the needs of the department for efficiency and effectiveness, including maintaining attendance/time, holiday and vacation schedules.
• Receives and inputs all customer comments; disseminates to the proper departments for investigation.
• Supervise, coach, and evaluate team leads,call center agents, and Customer Service Ambassadors.
• Create and maintain work schedules, ensuring proper coverage during vacations and rotating weekends.
• Conduct staff meetings, performance evaluations, and coaching sessions to support employee growth.
• Develop and implement customer service training programs for new hires and existing staff.

Provide ongoing coaching on communication, time management, and soft skills.

• Coordinate training with departments including Operations, IT, and Safety
• Oversee the Paratransit reservation system (Ecolane), ensuring accurate bookings and scheduling.
• Monitor call volume, response times, and service quality for both divisions.
• Ensure cash handling and ticket sale procedures are followed at all locations.
• Work closely with IT to address system or software issues affecting daily operations
• Handle escalated complaints and ensure timely, professional resolution.
• Implement quality assurance tools such as Secret Rider evaluations.
• Collect and review customer feedback to drive service improvements.
• Support customer-focused events and engagement initiatives.
• Lead programs and initiatives including the Transit Ambassador Program, Para Transit Task Force, and Micro Transit outreach efforts.
• Coordinate community events like BRTreat, Central Market collaborations, and appreciation days.
• Partner with departments across the organization to execute special projects and service improvements.
• Prepare monthly activity and performance reports for leadership and the Board.
• Track and analyze service data, call metrics, and customer trends.
• Communicate updates and policy changes to the team.
• Support compliance with ADA requirements and organizational service standards.
• Organize community outreach and resource events for riders.
• Build partnerships with local organizations to expand community engagement.
• Serve as a liaison between riders and management to ensure the rider voice is represented.

MINIMUM QUALIFICATIONS

Knowledge of the city and the ability to read city maps. General knowledge of public information and public relations techniques.

• General knowledge of the operation of a multi-line telephone system.
• Ability to type 40 WPM and use Microsoft Office (MS Word, Excel, PowerPoint) and other standard office equipment.
• Ability to learn new technology in the performance of essential job duties, as required.
• Ability to communicate effectively with the public by telephone and in person, projecting a friendly voice while communicating with customers and/or visitor by telephone or in person.
• Ability to establish and maintain harmonious working relationships with others.
• Displays a positive attitude and composure.
• Wear appropriate clothing and attire consistent with position for a professional appearance that represents BJCTA.
• Dependable, self-motivated, and professional person.
• Ability to perform a variety of tasks and the flexibility to change.

Education:
Bachelor’s degree in Business Administration, Marketing, Communications, Public Administration, or a related field from an accredited college or university preferred.

Candidates with an Associate degree and three (3) or more years of full-time verifiable experience in customer service program administration, including at least three (3) years in a supervisory or management role, are encouraged to apply.

A combination of education and directly related professional experience may be considered in place of the degree requirement on a year-for-year basis.

KNOWLEDGE, SKILLS AND ABILITIES

• Overseeing and participating in the management of a comprehensive customer services and customer outreach program.
• Participating in the development and administration of departmental goals, objectives and procedures.
• Overseeing, directing and coordinating the work of lower level staff.
• Selecting, supervising, training and evaluating staff.
• Researching, analyzing and evaluating new service delivery methods and techniques.
• Designing and utilizing computerized databases.
• Preparing clear and concise administrative and financial reports.
• Preparing and administering large program budgets.
• Interpreting and applying applicable Federal, State and local policies, laws and regulations.
• Communicating clearly and concisely, both orally and in writing.
• Establishing and maintaining effective working relationships with those contacted in the course of work.
• Oversight of telephone information center operations.
• Operational characteristics, services and activities of a comprehensive customer service and customer outreach program.
• Principles and practices of interpersonal customer relationships.
• Principles and practices of program development and administration.
• Methods and techniques of cash handling and inventory control.
• Methods and techniques of evaluating market research.
• Principles and practices of budget preparation and administration.
• Principles of supervision, training and performance evaluation.

Job Type: Full-time

Pay: $47,655.37 - $60,000.00 per year

Work Location: In person

Salary : $47,655 - $60,000