Job Description

Salary Range: $79,946 - $103,929

The Customer Service Manager is responsible for the day-to-day operations of the division. Supervises the Customer Support Supervisor, Transit Center Supervisor, and Compliance Lead. Develops policies and procedures for the Call Center and other activities. Coordinates overall management of all customer service functions. Uses Avaya Call Management System Supervisor, Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) software, Customer Assistance System (CAS), and other technology tools.

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.

Required Knowledge, Abilities and Skills Essential to Job Functions:

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 Essential to Job Functions:

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 usage relevant to job duties will be evaluated.

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. Actively conduct workplace hazard analyses for all employees to maintain a safe work environment. Encourage employee safety reporting program and communication of hazards to the Safety Department. Responsible for the timely mitigation of all unacceptable and undesirable safety risks. Accountable for safety performance within their functional area and achieving the agencys safety goals.

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 may require some physical effort in making presentations off site, setting up displays, and operation of a keyboard device. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

Work involves some evening and weekend work for events. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.

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 (757) 222-6000 or email careers@hrtransit.org.

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