Manager of Customer Service (Albany, NY)

The Manager of Customer Service is responsible for advancing CDTA's customer experience through oversight of public feedback, interdepartmental coordination, and compliance with state and federal standards. This role assists in resolving customer concerns, supports the development of training for frontline and supervisory staff, and ensures customer insights are leveraged to drive operational excellence. The Manager of Customer Service supports the execution of customer satisfaction surveys, coordinates external requests for special events, and contributes to community-facing programming.


Duties and Responsibilities

• Manage the intake, investigation, and resolution of customer comments, complaints, and inquiries received through digital platforms, public forums, and direct correspondence.
• Serve as a customer advocate in service planning and customer outreach initiatives, ensuring that customer experience is integrated into decision-making processes and that outreach efforts are strategically aligned.
• Ensure all customer feedback is documented and addressed in accordance with company policies and FTA compliance standards.
• Oversee initial Claims workflow by evaluating comment details, initiating MobileForms, and ensuring all required documentation is submitted to Legal and Safety for accidents, injuries, and property damage cases.
• Implement and enforce customer service policies and procedures, in cooperation with managers while recommending updates where appropriate.
• Collaborate with all CDTA departments to resolve customer concerns and document outcomes accurately for CRM purposes.
• Cooperatively develop training programs for Call Center Representatives, Transportation Supervisors, and other staff as needed.
• Assist in the facilitation of customer satisfaction surveys and analyzing feedback trends to inform service delivery enhancements.
• Assist in fulfilling external requests for CDTA participation in special events, charitable initiatives, and public engagement efforts
• Prepare monthly customer service reports, including trend analysis and resolution metrics for Director, committee and board meetings.
• Promote a culture of professionalism, responsiveness, and continuous improvement across all customer-facing functions.
• Ensure all customer service activities reflect CDTA's values and contribute to a positive public perception of the Authority.
• Other duties as assigned.

Qualifications

• Requisite customer service experience; Bachelor's Degree in Communications, Marketing and/or related field preferred
• 5+ years of experience in a customer-facing field including managing the customer service program for a large organization
• Proficiency in web-based applications: Content Management Software (CMS) environment
• Ability to work under pressure, team-oriented, excellent communication skills and a positive attitude
• Experience in Microsoft, Excel, Outlook and Power Point

Compensation
Grade 617 ($64,669 -$94,246)


Benefits
CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off.


At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.