Customer Service Manager

The Customer Service Manager performs functions to plan, manage, supervise staff and control the organization's fixed route and paratransit customer service operations. Develop and implement related policies and procedures, develop partnerships with agencies and ensure that the organization appropriately responds to the needs of its customers, working within the limits of established policies.

• Develop and implement the organization's overall customer service program. Recommend and implement authorized customer service policies and procedures and develop and implement customer service programs.
• Prepare and present service presentations to community organizations. Represent at government task force meetings and community events as needed.
• Review and research customer complaints and concerns outside of the limits of resolution by Customer Service Representatives. Daily trouble shooting customer issues that require immediate resolution with Operations management and staff. Maintain weekly Customer Review Committee process including chairing the meeting to hear the results of investigations and appeals. Follow up to communicate findings of complaint investigations with customers and implement resolutions.
• Manage distribution of marketing materials throughout the county assisting county contractor with inventory levels. Participate in the development of all forms of customer information media.
• Develop and implement customer service training programs and conduct or monitor related training for customer service staff, contractors and others within the organization.
• Ensure safe and comfortable facilities for use by customers, including Transfer Plaza, ITF’s, super stops, etc. Coordinate programs to provide customer amenities including shelters, benches, bus stop locations, signs and the distribution of transit guides, schedules and service brochures. Determine the amenity requirements of locations and requisition and follow up to ensure the proper placement of amenities.
• Maintain customer service statistics and prepare any range of related periodic or special statistical reports and narratives related to customer service functions and effectiveness.
• Implement and monitor the results of customer satisfaction surveys. Analyze results and recommend procedural changes to be implemented to address areas of concern.
• Interview candidates, recommend hire, train new employees, assign and check work, provide technical direction, monitor and evaluate performance and communicate. Provide resources, counseling and coaching to assist in improving employee performance. Authorize holiday and vacation leave.
• Manage the organization's compliance with the Americans with Disabilities Act related to services provided. Manage customer certification process and ensure that programs are in compliance.

• Bachelor Degree in a related field or two years of related field experience for each year of college. Business writing skills. Two years of experience in conflict resolution in a customer service environment. Awareness of medical terminology specific to mobility and stamina.
• Daily use of computers require proficiency with email, spreadsheets, word processing, and other Windows based intuitive software. Ability to learn and use proprietary specialized transit software.
• Initiative and willingness to perform or assist with any company or departmental operations, under direction, to maintain workflow.
• Ability to attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.
• Knowledge and ability to ensure safe operating conditions within area of responsibility.
• Ability to work outside of regular business hours and undertake any duties assigned during emergency operating conditions
• Must operate in compliance with Company's EEO policies and procedures.