Job Title: Manager of Customer Service

Department: Administration

Reports to: Administrator

FSLA Status: Full-time, Exempt-level

Location: Customer Service Center, Union Station, Springfield, MA

Pay Rate: $1,346/week - $1,538/week

NOTE: This position is subject to further modification prior to filling

Job Type: Full-time

Pay: $1,346.00 - $1,538.00 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday

Work Location: In person

Position Summary: This position plans, organizes, coordinates and oversees the activities of the Customer Service & Information Center employees (Springfield and Holyoke facilities) as well as fixed route and Paratransit contractors who provide a variety of services essential to the welfare and safety of public transit riders; ensures efficient and effective department operations; monitors and evaluates performance, and provides training as required; keeps Administrator informed of department progress, issues, and overall operations. 

Essential Duties and Responsibilities: Include the following. Other duties may be assigned by the Administrator.

Serves as Primary Contact for Receiving and Processing Complaints Regarding Fixed-route and Paratransit Services: Ensures that the highest level of customer service is consistently provided to passengers as well as internal and external customers; facilitates resolution to difficult complaints needing management intervention; oversees Complaints Process and forwards complaints to contracting company for explanation and resolution as needed; prepares and processes complaint reports for review by requesting parties reviews complaint and takes appropriate action where required; assists where needed with problems and concerns from a variety of patrons, advocates, suppliers and agencies pertaining to delivery of service; maintains all related records and files according to established procedures; and performs a variety of other duties related to providing exemplary customer service.

Serves as Active Member of the Management Team: Attends and participates in periodic meetings including but not limited to management meetings, service review meetings, outreach activities, add-hoc committees, etc.; attends Union Station regular meetings pertaining to Springfield Customer Service Tenant Emergency Plan (Union Station); and participates in project-related team meetings as needed.

Leads Customer service Department:Serves as exemplary leader and mentor to the Customer Services Staff located at Union Station and Holyoke Transportation Center; holds regular meetings with staff to engage in ongoing quality improvement initiatives; provides high quality customer service training to staff, and retraining as needed; develops and delivers professional development training; supervises department staff and provides constructive feedback as needed; conducts annual performance evaluations including establishing goals and objectives; and leads and coaches staff toward meeting overall department objectives as well as individual goals and objectives.

Works Closely with Finance Department Staff: Administers department processes by reviewing financial reconciliation, sales (e.g., passes, ID’s), statistical, and other department-related reports; coordinates related efforts with Finance Department staff; ensures appropriate level of cash and change is available for both Customer Service locations; and makes weekly night deposits.

Oversees Specialized Customer Service Computer System: Implements and supervises telephone communication system; creates and disseminates notices regarding any service changes (e.g., holiday service adjustments; route changes, etc.); Coordinates information changes during times of service change to ensure that communication mechanisms (forms, brochures, website, etc.) are updated to reflect all modifications that affect customers.

Assists with Marketing Activities: Manages efforts pertaining to special events and coordinate Bus Pass Promotion, PVTC/TE Bus schedules and changes, and Advance Ticket Purchase Programs.

Serves as lead partner with HCC/STCC for semester bus pass using Bytemark (MassDot Bus Plus); utilizes designated portal access to upload student files; sets up new template with all new student files at the end of each semester; serves as point person with all new colleges/high schools (e.g., SPS/ Holyoke High, etc.).

Serves as Primary Contact for Winter Storm Plan: Communicates with Suppliers and PVTA Administrator as needed to alter service in the event of a winter storm.

Participate in and oversee Outreach Activities: Identify and participate in a variety of outreach activities to promote PVTA services; facilitate and coordinate staff participation in outreach activities regularly;

Assists with carrying out EEO responsibilities and affirmative action according to what is appropriate for this position and department.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Must have a minimum of five (5) years of demonstrated experience managing employees in a customer service role; Associates degree (A.S.) from an accredited two year college or Bachelor’s degree (B.S.) from a four-year college or university preferred; or equivalent combination of education and experience, preferably within the Transit Industry; must have excellent communication, interpersonal, and organizational skills, with the ability to prioritize and handle a variety of responsibilities simultaneously; must be an excellent active listener; must be able to interact with multiple constituencies at all organizational levels (both internal and external) with a high degree of professionalism and confidentiality; demonstrated ability to lead and supervise others. Project management experience, strong customer service and presentation skills, and basic accounting and computer knowledge is required.

Required Competencies: This position requires the following competencies:

Strong interpersonal skills; must be an effective communicator and be able to maintain confidentiality.

Oral and written communication skills: must be a good listener and seek clarification when needed; respond well to questions; strong business writing skills with ability to write clearly and informatively; edit own work for spelling and grammar; read and interpret written information.

Judgment: display willingness to make decisions; exhibit sound and accurate judgment and make timely decisions.

Motivation: prioritize and plan work activities; use time efficiently; set goals and objectives, Teamwork: must be an outstanding team player and be able to balance team and individual responsibilities.

Professionalism: approach others in a tactful manner; react well under pressure; treat others with respect; accept responsibility for own actions, follow through with commitments.

Quality: demonstrate accuracy and thoroughness; monitor own work to ensure quality. Quantity: meet productivity standards; complete work in a timely manner; strive to increase productivity.

Adaptability: adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; deal with frequent change, delays, or unexpected events.

Attendance/Punctuality: must be consistently at work on time; ensure work responsibilities are covered when absent.

Dependability: able to follow instructions; respond to management directions; take responsibility for own actions, keep commitments; complete tasks on time or notify appropriate person of alternate plan.

Initiative: volunteer readily; undertake self-development activities; seek increased responsibility; take independent actions; request help when needed.

Physical Demands: 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. While performing the duties of this job, the employee is frequently required to sit, talk, and/or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. Extensive use of computer and keyboard and viewing of a computer screen is required. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include vision, color vision, and ability to adjust focus. The ability to travel within local service area is required (e.g., to deliver passes/van tickets to various agencies and collection of monies).

Work Environment: 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 is generally performed indoors in an office environment. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions when visiting other facilities, examining bus routes, shelters, etc. Frequent contact with the public and meeting deadlines required. The noise level in the work environment is usually quiet.

Other: This position is subject to a criminal background check (CORI).