Customer Service Manager

MV Transportation
Washington, DC
Jun 13, 2017
Jun 21, 2017
Full Time
The Customer Service Manager will provide direction in a fast paced call center team environment to monitor transit system performance.Job Responsibilities include, but are not limited to:The Customer Service Manager must be able to perform the following tasks:The company vision, values and culture are understood, communicated and positively promotedSet positive example for all call center employees by providing consistent support and positive leadershipResponsible for positive employee morale and quality customer serviceProactively assess staffing needs as determined by service hours and peak call periodsDefine and publish staff schedules based on service demand and in accordance with collective agreementsEnsures excellent, on-time service for paratransit service to the elderly and disabledParticipate in and advise senior management regarding strategies and relationshipsEnsures all safety regulations are being observed and all training methods are adequate and effectiveEnsure dispatch protocols are in compliance with both client and company policies and proceduresOrganize and coordinate call center training programs for new hires and refresher customer service training programsPrepares, verifies, and authorizes employee schedules and work records for payroll purposesAssigns work duties to qualified employees to ensure adequate coverage of all shiftsMonitor call center performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptionsMonitor all agents to ensure timely communication of passenger cancellations or changes as requiredProvides coverage during peak service times and during employee shortagesEnsure Dispatch department assigns will-call and same day trips to available and appropriate vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivityEnsure all documentation is accurately and appropriately prepared regarding daily events as related to serviceManage vehicle pull-outs according to schedule and/or customer expectationsMaximize wage to revenue percentages and minimize non-revenue and OT wagesDefine and publish driver schedules based on service demand and in accordance with collective agreementsMaintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employeesMaintain accurate records and appropriate filing systemsTalent Requirements:At a minimum, the individual must have at least five (5) years of management experience with large transit serviceA bachelor's degree from an accredited college or university is required, but may be substituted with five (5) additional years of public transit experienceExperience in window and radio dispatching is required; Trapeze PASS experience is highly desirableAbility to compose grammatically correct emails to the client and othersSubstantial experience in the operation phases of a transit organizationExcellent customer service skillsMust have a strong working knowledge of scheduling software and the skills to resolve situational challengesMust work effectively with fellow employees and have strong leadership characteristicsMust have good time management skills and ability to manage multiple tasks concurrentlyRequires flexible hours, including evenings and weekendsMust have the ability to recruit and develop staff to deliver reliable service productKnowledge of service area and system parametersProficient in Microsoft Office softwareDemonstrated ability to manage with a "Safety First" attitudeKnowledge, Skills, and Abilities:Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation softwareStrong organizational skills, filing and file maintenanceAbility to read, write and speak EnglishAbility to communicate effectively at all levelsAble to use multi-line phone systemAbility to handle multiple tasks accurately and effectivelyAbility to work independently and objectivelyStrong organizational and analytical skillsAbility to effectively delegate tasks and provide appropriate supervision and follow up to department staffProvide excellent customer service and present a professional demeanor and appearanceMaintain attendance within policyPre-employment drug screening and background check is required. MV Transportation is an equal opportunity/affirmative action employer. MV Transportation, Inc. provides equal employment and affirmative action opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.

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