Transit Systems 2019-08-14 2019-09-18

Manager of Customer Service

Company: North County Transit District View more listings
Location: Oceanside, California
Job Status: Full-time
Job ID: 115536
Website: https://www.governmentjobs.com/careers/nctd

The Manager of Customer Service is a highly specialized position ensuring that the organization understands and exceeds its customers’ needs and requirements. The Manager of Customer Service ensures the provision of first-class customer service and satisfaction by planning, formulating, and developing customer service policies and procedures, and providing problem-solving resources as appropriate.

Distinguishing Characteristics

This position is distinguished by the increased responsibility and managerial knowledge, abilities, and skills necessary for the direction and administration of the Customer Service Department. The Manager of Customer Service will oversee the monitoring, training, and development of staff, and implementation and analysis of customer service programs as required. The Manager of Customer Service is a member of the District’s emergency response team. This position is designated as “at-will” in accordance with the NCTD Employee Handbook.

Supervision Received and Exercise

This position reports to the Chief of Customer Experience and has supervisory oversight responsibilities for Customer Service staff. Further, this position is expected to participate in the sharing of expert knowledge and as a vital member of various project teams that may be instituted.

Working Conditions

Normal working conditions for this position are in both an office and field setting. Business travel may be required periodically between District sites, governmental agencies, consultant’s facilities, and other locations as required. This position works in a transit office/store and call center environment requiring frequent interaction with the public. This position will be required to work at times when the Customer Service Department or Call Center is open (Monday through Sunday and every holiday of the year). The position may work a variety of shifts including nights, weekends, and holidays at various District locations to accommodate the needs of the Department and customers.

EXAMPLES OF DUTIES

Essential Functions

Duties may include, but are not limited to, the following:

• Leads the performance of Customer Service Department and staff to ensure the provision of exceptional service to NCTD customers via phone, in person, and online as based upon situational needs and circumstances.

• Achieves the District’s customer service objectives by contributing customer service information and recommending improvements to strategic plans, systems, processes, etc.

• Prepares and completes action plans, implementing production, productivity, quality, and customer-service standards. Ensures that all plans are developed and implemented based on measurable metrics and benchmarks.

• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

• Resolves problems, completing audits, identifying customer service trends, determining system improvements, and implementing change.

• Meets or exceeds customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

• Analyzes reports and ensures settlements of complaints are made correctly by considering the complexity, requirements, and nature of a complaint.

• Hires, trains, supervises, reviews, disciplines, and terminates subordinate staff as needed and in accordance with District policy.

• Performs as a member of the District’s emergency response team.

• Performs other related duties as assigned.

QUALIFICATIONS

Experience/Education

• Bachelor’s Degree in business administration, public administration, public relations, communication, or a related field required.

• Minimum seven (7) years prior similar experience in a customer service role, including a minimum prior two (2) years supervisory experience.

• Bilingual in English/Spanish a plus, but not required.

A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered.

Certificates/Licenses

• Possession of and the ability to maintain a California driver’s license, Class C, and a satisfactory driving record for the last five years.

• Must able to pass and maintain compliance with Bloodborne Pathogen and First Aid/CPR certifications.

• Maintain compliance with the District’s policies regarding Conflict of Interest and Ethics.

General Requirements

• General knowledge of applicable federal, state, and local regulations that affect persons with disabilities, with specific knowledge of federal ADA paratransit eligibility requirements.

• Knowledge of federal regulations pertaining to Title VI compliance and Limited English Proficiency (LEP) requirements.

• Ability to create and maintain good working relationships through excellent communication and teambuilding skills, including the ability to engage successfully with both internal and external contacts and the public.

• Exceptional communication skills, both verbal and written, including the ability to prepare and deliver clear and concise reports.

• Strong analytical and critical thinking skills; ability to gather, organize, analyze and present data to appropriate sources.

• Demonstrated use of discretion and judgment in execution of duties.

• Ability to manage and maintain simultaneous, transitional, and emerging priorities.

• Demonstrated proficiency in computer software programs including the Microsoft Office Suite. Ability to use the web-based database programs and GIS mapping program.

• Ability to respond in-person to system emergencies and system problems on any shift and under any weather or time-of-day circumstances.

Application Information: All applicants must complete and submit an online application at www.gonctd.com/careers. A job offer is contingent upon the successful completion of a pre-employment drug screen and background check. Salary based upon experience, not to exceed midpoint of stated range. NCTD is an Equal Opportunity Employer.

Transit Job Listing - Manager of Customer Service