Customer Service Manager

Required Knowledge, Abilities and Skills essential to Job Functions:

Ability to supervise a staff of both professional and technical positions; good writing skills required, as well as ability to write reports and communicate verbally; must have ability to coordinate effectively with internal staff and with outside agencies and individuals; must demonstrate knowledge of customer service concepts and/or public relations; good computer skills required; must demonstrate good organizational skills.

Required Software Knowledge and Skills essential to Job Functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.  Basic problem solving skills associated with software applications used is expected.   Software usage relevant to job duties will be evaluated.

Software applications:

E-mail, Internet, Microsoft Word, Excel, Access, Publisher, PowerPoint, Access; Adobe Acrobat, BCMSVu, PeopleSoft Finance

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect one’s self, fellow employees, and the public from injury or harm. Ensure all employees and contractors are properly trained and understand all rules, safety policies, and procedures to perform their work functions safely. Promote safety awareness by attending safety committee meetings and adhering to all safety procedures and policies. Actively conduct workplace hazard analyses for all employees to maintain a safe work environment. Encourage employee safety reporting program and communication of hazards to the Safety Department. Responsible for the timely mitigation of all unacceptable and undesirable safety risks. Accountable for safety performance within their functional area and achieving the agency’s safety goals. 

Training and/or Education:

Graduation from an accredited four-year college with a degree in business, marketing, community/public relations, or combination of education and required experience listed below.

Required Experience:

Significant experience in the customer service or public relations fields.

Licenses or Certificates:

Possess a valid Driver's License.  Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements:

This position is classified as essential personnel.

FLSA Status:

Exempt

Physical Demands:

Work may require some physical effort in making presentations off site, setting up displays, and operation of a keyboard device.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

Work involves some evening and weekend work for public speaking engagements and to be available for media contacts.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work involves meeting multiple demands on a timely basis.  Duties may require some seasonal overtime.

• Provides overall management responsibilities for the Customer Service function at HRT.
• Manages the Information Centers at the various facilities operated by HRT.
• Develops and implements Information Center policies and procedures; develops a Standard Operating Procedures manual for the centers.
• Oversees the customer complaint process to ensure that complaints are documented and responded to.
• Develops a formal customer complaint Standard Operating Procedures manual for multi-departmental use.
• Identifies trends or patterns by analyzing complaint documentation and develops monthly reports for complaints.
• Analyzes call volume and call abandon rates to identify scheduling requirements, problem areas and to document performance measures.
• Maintains time records and tracks accrued time of department personnel.
• Prepares monthly reports on established data requirements.
• Prepare reports on telephone data, complaint data, schedule brochure delivery ad inventory, fare media sales, etc.
• Oversees the sale of fare media within the Information Centers ad ensures that practices are in compliance with established procedures.
• Ensures that customer service staff are recruited and trained to provide the most professional, accurate and timely information to our customers.
• Will coordinate customer service programs with other departments to ensure that the overall customer services provided by HRT are of the highest quality and professionalism.
• Maintain phone handset applications installs and hunt group development.
• Maintain and maintain Avaya phone switch programming functions.
• Prepare and administer training materials for staff.
• Develop performance measures to evaluate the customer service function and ensure that exceptional service is being provided.
• Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Prepare and/or coordinate with other departments any documentation required in support of the FTA triennial reviews, drug and alcohol audits, independent audits, state audits, EEO Program audit, etc.
• Will perform other duties as assigned.