Customer Service Manager

$111,883 - $151,029/Yr

Intercity Transit - Olympia, WA

Full-time - Mid Level

Olympia, WA

Transit and Ground Passenger Transportation

About the position

The Customer Service Manager at Intercity Transit is responsible for overseeing and managing customer service activities, including the call center system and customer comment database. This role involves leading a diverse team, resolving customer issues, and utilizing data-driven decision-making to enhance service delivery. The manager will also participate in labor relations, oversee technology systems, and ensure effective operational activities within the division.

Responsibilities

• Supervise, lead, and mentor staff.
• Lead the Customer Service team in developing and maintaining high levels of customer service and professionalism.
• Participate in the Agency's labor relations program, including contract negotiation and administration.
• Oversee technology systems related to customer service, including call center and comment database.
• Manage sales and cash facilitation for electronic ticket sales and agency fares.
• Assist in improving rider information programs and outreach initiatives.
• Coordinate operational needs with law enforcement and crisis response units.
• De-escalate critical situations involving customers at the transit center.
• Develop guidelines, policies, and procedures for safe operational activities.
• Prepare and monitor the annual division budget and expenditures.
• Participate in vendor bid proposal selections and monitor service delivery performance.

Requirements

• Bachelor's degree.
• Five years of increasingly responsible customer service experience in public transportation or equivalent education and experience.
• Knowledge of supervisory principles and practices, applicable laws, and customer service principles.
• Skill in monitoring and evaluating staff, preparing reports, and managing projects.

Nice-to-haves

• Experience in public transportation management.
• Familiarity with budgeting principles and practices.
• Knowledge of call management systems and telecommunications equipment.

Benefits

• 401(k) matching
• Bereavement leave
• Dental insurance
• Paid holidays
• Vision insurance