MANAGER OF CUSTOMER SERVICE

Lynx•Orlando, FL

43d

About The Position

This position is responsible for leading and managing the operations of the Customer Service - Mobility Services Division. Key areas of oversight include the mobility services call center, fare media sales and information functions at LYNX Central Station (LCS), customer relations, the Lost and Found Program, customer ID program, and all Travel Training workshops and presentations. The position also involves real-time monitoring of performance metrics, representative activity, and operational conditions such as detours and weather impacts. The incumbent ensures service levels are consistently met, proactively adjusts staffing using scheduling tools, and supports frontline staff with the resources and guidance needed to deliver high-quality service. Additionally, this role fosters strong partnerships with subcontractors in the ACCESS LYNX and NeighborLink divisions. This position is considered safety-sensitive and subject to the provisions of the Substance Abuse Program Policy for Safety Sensitive Positions.

Requirements

Bachelor's degree from a regionally or nationally accredited institution in transportation, business administration, public administration, or a related field.
At least five years of full-time professional experience in customer service program administration, including three years in a supervisory or management role.
Experience must include work with services for individuals with disabilities (paratransit).
Additional directly related experience beyond the minimum requirement may substitute for the required education on a year-for-year basis.
Must possess and maintain a valid Florida Driver's License and safe driving record.
Strong knowledge of Americans with Disabilities Act (ADA), Section 504, and Federal Transit Administration (FTA) policies and compliance requirements.
Understanding of customer service operations, quality management, and relevant sponsoring agencies (e.g. MetroPlan, Transportation Disadvantage Commission).
Familiarity with automated demand/response reservation and dispatch systems.
Proficiency in budgeting, financial analysis, and cost estimation.
Ability to analyze performance data, make statistical inferences, and manage sensitive information with professionalism.
Strong organization and time management skills; adaptable to change.
Ability to exhibit a professional, courteous demeanor.
Ability to work in a diverse environment.
Excellent communication and interpersonal skills, including the ability to establish and maintain positive working relationships with those encountered in the course of work using principles of excellent service.

Nice To Haves

Five years of experience in paratransit operations.

Responsibilities

Represents LYNX at public, private, and community events, including outreach meetings and forums.
Collaborates with advocacy groups and manages programs such as Advantage and Youth ID to enhance service awareness and rider engagement.
Partners with the Supervisor of Eligibility to support the Travel Training program for individuals and organizations.
Leads and supervises division personnel, delegates tasks, monitors progress, and conducts regular staff meetings to address issues and provide guidance.
Oversees staffing, training, and operations at LYNX Central Station to ensure effective customer service and timely dissemination of information.
Upholds LYNX's core values, mission, vision, and service standards.
Engages with advocacy 9organizations and participates in access and disability committees to promote inclusive transportation.
Manages customer interactions across all channels, ensuring timely resolution and provides feedback to contractors for service improvements.
Analyzes customer feedback and satisfaction data to evaluate service effectiveness and prepares reports for the Board.
Identifies and resolves performance issues within the department and among subcontractors through training, resource allocation, and technology enhancements.
Monitors and manages operating and capital budgets, ensuring cost control and timely contract payments.
Responds to service disruptions caused by street closures, detours, or weather, and implements solutions to maintain schedules.
Communicates with LYNX leadership regarding service-impacting issues and public perception concerns.
Manages multiple projects and contributes to large-scale initiatives.
Promotes cross-departmental collaboration to develop and implement customer-focused strategies.
Monitors internal and external trends to support strategic planning, service enhancements, and call volume forecasting.
Works closely with paratransit subcontractors and NeighborLink to improve rider experience and service performance.