Job Details
SUMMARY
Under the direction and as an extension of the Chief Operating Officer, the Service Quality Manager oversees Call Center operations and provide education and outreach to the community at large on Chatham Area Transit Authority (CAT) service delivery programs and schedules. The position is also responsible for planning & coordinating training development efforts with the Training Manager to promote excellence in customer service delivery to include implementing strategies to measure customer satisfaction. The Manager will use both technical expertise and interpersonal skills to lead the Service Quality & Customer Care department and represent CAT through planned community outreach efforts.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned:
- Works as an extension of the COO, thinking and operating strategically.
- Represents CAT at community and neighborhood association meetings to educate businesses on CAT service delivery opportunities and to address community service delivery issues.
- Work with the Communications & Marketing division to promote customer service delivery and community outreach activities.
- Develop customer satisfaction measurement tools.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that advocates are informed about changes to company services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to appropriate staff.
- Assists in the development of the center s operating budget and implements approved budget.
- Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
- Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.
- Creates, responds, or refers to service requests.
- Enforces policies and procedures.
- Prepares and maintains activity and service call reports and logs.
- Establishes, implements, and maintains internal documentation of departmental procedures.
- Performs with excellence other duties as assigned.
SUPERVISORY & OPERATIONAL AUTHORITY:
Supervising day-to-day operations in the customer service department.
AUTHORITY:
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies and standards.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Assessing service statistics and preparing detailed reports on your findings.
- Conducts performance evaluations that are timely and constructive.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Handles discipline and termination of employees as needed in accordance with company policy.
COMPLIANCE:
- Responsible for completing all mandatory training classes.
- Responsible for reviewing and complying with all CAT policies, procedures, and directives.
- Responsible for ensuring all direct reports have taken all mandatory training.
EDUCATION & EXPERIENCE:
- degree required.
- least 5-7 years of customer care and community outreach experience required.
- experience in a managerial role preferred.
KNOWLEDGE, SKILLS & ABILITIES:
- management and supervisory skills.
- verbal and written communication skills.
- knowledge of customer service procedures and principles.
- with attention to detail and establishing priorities.
- to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- to coach and mentor customer service representatives.
- in Microsoft Office Suite or related software and modern office equipment.
- in public and interpersonal relations.
PHYSICAL DEMANDS:
- 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.
- performing the duties of this job, the employee is regularly required to sit for extended periods; stand; walk; use hands to manipulate, manage or feel; reach with hands and arms and talk or hear.
SAFETY REQUIREMENTS AND NOTIFICATIONS:
- Area Transit Authority is a public transit service provider governed by the requirements of the Federal Transit Administration (FTA) and the Department of Transportation (DOT).
- to the nature of some work performed at the CAT some jobs are classified as Safety Sensitive and are subject to random testing for drug and alcohol use. All offers for employment are required to undergo pre-employment and possible random drug testing. If the test shows a positive result your application for employment will be rejected, or if hired, employment may be terminated
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.
While performing the duties of this job, the employee sits at a desk for prolonged periods of time and working at a computer. Must be able to lift up to 15 lbs., at times. The noise level in the environment is moderate.
It is the responsibility of the applicant to disclose true and accurate information on their account profile and/or resume. Falsification of this information may lead to your disqualification from vacancy consideration and/or termination of employment.