Customer Service Manager

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 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 administers 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. Assumes 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. Required Knowledge, Abilities and Skills 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 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 applications: Microsoft Office, CAD-AVL, Mobile Fare Payment, ID Card Database, Avaya Call Management System Supervisor, Avaya Phone System, Interactive Voice Response System, Passenger Information Displays, Public Address System, MailChimp. Safety Responsibility Perform all job duties and responsibilities in a safe manner to protect oneself, 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. Qualifications 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 Conditions Work may require some physical effort in making presentations off site, setting up displays, and operation of a keyboard device. Work involves some evening and weekend work for events. Work may require some seasonal overtime. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Opportunity Employer HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at View phone number on click.appcast.io or email View email address on click.appcast.io. #J-18808-Ljbffr