Hrt
Customer Service Manager
Norfolk, VA
Sponsorship not specified$80k-$104kDetected 21 days ago
Customer SupportCommunicationProblem SolvingPublic SpeakingWritingMicrosoft Office
About the role
- Responsible for staffing and new hire interviews.
Responsibilities
- 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.
- Actively conduct workplace hazard analyses for all employees to maintain a safe work environment.
- Develops and implements policies and procedures for the Call Center and Transit Centers
- Analyzes Call Center performance metrics and trends and develops reports.
- Develops performance metrics to evaluate the customer service function and ensure exceptional service is being provided.
- Supports special events as directed.
- Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
- Performs other duties as assigned.
Requirements
- Required Experience:
- Significant experience in the customer service or public relations fields.
- 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.
- Required Knowledge, Abilities and Skills Essential to Job Functions:
- Required Software Knowledge and Skills Essential to Job Functions:
- 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.
- 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:
- 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:
Skills
- 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.
- Microsoft Office
- Mobile Fare Payment
- ID Card Database
- Avaya Call Management System Supervisor
- Avaya Phone System
- Interactive Voice Response System
- Passenger Information Displays
- Public Address System
Compensation
- $79,946 - $103,929
Company info
- Provides overall management for all customer service functions.
- Oversees the customer complaint process to ensure complaints are documented, processed and closed.
- 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.
- Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
- 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.
Equal opportunity
- HRT is proud to be an Equal Opportunity Employer.
- Equal Opportunity Employer.
This listing is sourced directly from Hrt's careers page and normalized into a canonical job model.