Customer Service Manager

Hampton Roads Transit • Norfolk, VA

36d

About The Position

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment. . Essential Job Functions: (Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.) Provides overall management for all customer service functions. Develops and implements policies and procedures for the Call Center and Transit Centers Oversees the customer complaint process to ensure complaints are documented, processed and closed. Analyzes Call Center performance metrics and trends and develops reports. Tracks timesheets and accrued time of department personnel. Prepares reports on established data requirements. Reviews reports on complaints, fare media sales, and other activities. Oversees the sale of fare media and ensures practices are in compliance with established procedures. Ensures customer service staff are recruited and trained to provide the most professional, accurate and timely information to our customers. Coordinates programs with other departments to ensure customer services are of the highest quality and professionalism. Prepares and administer training materials for staff. Develops performance metrics to evaluate the customer service function and ensure exceptional service is being provided. Supports special events as directed. Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures. Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures. Performs other duties as assigned. Assists with the management of the operating budget. Oversees department contracts Serves as a member of proposal evaluation committee when designated. Provides script updates to Interactive Voice Response System (IVR). Responsible for staffing and new hire interviews.

Requirements

• 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
• 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.
• 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.
• Significant experience in the customer service or public relations fields.
• 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).

Responsibilities

• Provides overall management for all customer service functions.
• Develops and implements policies and procedures for the Call Center and Transit Centers
• Oversees the customer complaint process to ensure complaints are documented, processed and closed.
• Analyzes Call Center performance metrics and trends and develops reports.
• Tracks timesheets and accrued time of department personnel.
• Prepares reports on established data requirements.
• Reviews reports on complaints, fare media sales, and other activities.
• Oversees the sale of fare media and ensures practices are in compliance with established procedures.
• Ensures customer service staff are recruited and trained to provide the most professional, accurate and timely information to our customers.
• Coordinates programs with other departments to ensure customer services are of the highest quality and professionalism.
• Prepares and administer training materials for staff.
• Develops performance metrics to evaluate the customer service function and ensure exceptional service is being provided.
• Supports special events as directed.
• Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Performs other duties as assigned.
• Assists with the management of the operating budget.
• Oversees department contracts
• Serves as a member of proposal evaluation committee when designated.
• Provides script updates to Interactive Voice Response System (IVR).
• Responsible for staffing and new hire interviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager