- Manage day-to-day customer service activities, performing duties in support of the department; serve as liaison among customer service representatives to other departments.
- Advise Operations and Dispatch of schedule and service problems indicated by customer inquiries and comments.
- Respond to customer inquiries, concerns and complaints; provide direction, guidance and intervention when necessary.
- Oversee the processing of transit pass and ticket sales.
- Daily review of all petty cash, cash drawer and credit card settlements. Investigate/correct out-of-balance conditions; assist staff with this as needed.
- Plan, coordinate and assign staff work plans; ensure compliance with Agency policies and procedures.
- Supervise, coach, and evaluate assigned staff; counsel and issue corrective action when needed.
- Participate in the selection process of new employees; ensure appropriate training is provided.
- Participate in public outreach processes to inform public of Agency programs; provide information to the public regarding system services and changes.
- Contribute to the goals and objectives of the department; formulate and implement operational policies, procedures, and controls to ensure safe and efficient operations.
- Evaluate departmental programs including phone operations, ticket and pass sales, customer comments, and lost and found items; make recommendations to enhance processes and programs to enhance efficiency and accuracy.
- Adhere to established service, budgetary and customer satisfaction standards; recommend changes as needed.
- Oversee the placement and distribution of electronic and printed informational materials.
- Design, implement, instruct, and promote the Agency's Travel Training Program by educating and training commuters about the public transit system; coordinate with Travel Training staff.
- As needed, manage community outreach workshops and presentations for the Travel Training Program to community agencies, schools, retirement homes, transportation fairs, and professional organizations.
- Ensure lost and found items are being correctly recorded, stored, maintained and distributed.
- Provide regular reports on program status and progress.
- Maintain accurate records, files, and contact information.
- Participate in meetings and events on weekends and evenings as required.
- Work with and maintain confidential information.
- Demonstrate regular and punctual attendance.
- Other duties and tasks as assigned.
- Understand and apply customer service principles and methods, including telephone etiquette, patience, conflict resolution, persuasion and de-escalation.
- Customer service techniques used to establish, maintain, and foster positive working relationships with those encountered during work
- Principles and methods of supervision, training, and employee development.
- Familiarity with the geography, major transit routes, and landmarks of Benton and Franklin Counties; read schedules, paper/electronic maps and comprehend directions of travel.
- Federal, state, and local laws and regulations as they apply to transit operations, cash management and employment practices.
- Accurate and efficient data entry skills with knowledge of reconciliation processes to ensure accuracy in financial records.
- Learn new technologies, policies, procedures, and guidelines established by professional organizations and/or governing agencies.
- Utilize office equipment and other relevant technology (software and systems) to meet business needs.
- Exercise sound judgment in making decisions.
- Focus on tasks and recall details; handle frequent interruptions.
- Procedures and techniques for investigating and resolving complaints.
- Write clear, concise reports and other documentation.
- Define problem areas; develop and recommend effective courses of action.
- Effectively represent the Agency in a variety of public and private sector activities.
- Identify and define challenges; develop, evaluate, recommend and implement "best course" alternatives.
- Flexible Spending Account (Pre-Tax Deduction for Medical/Dental and Day Care)
- Aflac Supplemental Insurance
- Tuition Assistance
- Bereavement Leave
- Yes
- No
- No experience
- 0-1 years experience
- 1-2 years experience
- 2-3 years experience
- 3-4 years experience
- 4-5 years experience
- 5-6 years experience
- 6-7 years experience
- 7-8 years experience
- 8-9 years experience
- 9 or more years experience
- Some High School
- High School Diploma / G.E.D equivalent
- Associates Degree
- Bachelors Degree
- Master's Degree
- Yes
- No
-
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Manager of Customer Service - Richland, United States - Ben Franklin Transit
Description
Salary : $79, $118,780.00 AnnuallyLocation : Kennewick WA, WA
Job Type: Full-Time
Job Number:
Department: Customer Service
Opening Date: 05/10/2024
Closing Date: 5/23/2024 11:59 PM Pacific
FLSA: Exempt
Nature of the Position
Manage the daily operations, functions, and activities of the Customer Service department including planning, organizing, and directing work activities of staff.
Essential Duties & Responsibilities/KSA
Minimum Qualifications
Associates Degree in a related field from an accredited institution and four years of progressively responsible experience in supervising and leading customer service support functions and operations; or an equivalent combination of education and experience. Must possess a valid driver's license.
LICENSES, REGISTRATION & CERTIFICATES
None.
Preferred Qualifications
Bachelor's Degree in related field from an accredited institution and six years of progressively responsible experience in customer service/public relations and/or marketing. Bilingual or at least a basic understanding of Spanish preferred.
Other
The benefits listed below are those currently enjoyed by the full-time Ben Franklin Transit (BFT) Exempt Non-Represented employees. It is important to remember that over the course of time these benefits may change - they are not permanent.
Paid Holidays
8 per year
New Year's Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day.
Paid Time Off (PTO)
GL hours for regular, full-time, and part-time exempt employees shall accrue according to length of service at the rates indicated below: PTO hours accrue based upon the actual number of regular hours worked.
Accrual Rates:
Retirement Plan
All Ben Franklin Transit employees are members of the Public Employees Retirement System (PERS). Ben Franklin Transit and the employee both contribute toward the plan. PERS provides regular retirement and disability retirement benefits. BFT employees also participate in the Social Security Program. Rates effective as of 10/01/
Voluntary Retirement Savings Plans
Ben Franklin Transit offers two voluntary retirement savings plans. The first option is through Washington State Department of Retirement Systems (DRS) and is a 457 self-funded plan. The second option is Administered by Mission Square Retirement and is also a 457 self-funded plan. You may enroll in both, one, or neither.
Medical, Dental & Vision Insurance
Ben Franklin Transit offers Medical, Dental and Vision Insurance. BFT currently pays 95% of insurance premiums for the employee and 80% for their dependents.
HRA Veba
Ben Franklin Transit provides this employer funded health reimbursement arrangement that can be used for medical expenses.
Life Insurance
Ben Franklin Transit currently pays the entire premium for life insurance coverage ($35,000) for basic life and ($5,000) for accidental death and dismemberment. Employees may purchase Supplemental Life Insurance for employee, spouse and/or dependents through MetLife.
Long Term Disability
Ben Franklin Transit offers long-term disability for employees through WA Health Care Authority Public Employees Benefits Board (PEBB) Program.
Wellness Program
The Wellness Program has been established to encourage employee health and fitness, both at work and at home.
Employee Assistance
An Employee Assistance Plan (EAP) is provided by Washington State Employee Assistance Program (EAP) to assist you and your family members. Our EAP provides counseling and treatment in such areas as stress, drug and alcohol abuse and family counseling.
Other Benefits Offered
Please note that all answers must be truthful and supported by the contents in the application. Ben Franklin Transit will verify the validity of each answer. Please select "Yes" to acknowledge.
How many years of relevant experience as it relates to the essential functions of this position do you have?
Describe your experience to support the years of experience you indicated in the question above. If no experience, please put N/A.
04
Please select the option that best describes your level of education.
Do you have a valid Driver's License?
