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Rock Region METRO seeks an experienced Customer Service Manager to help launch its first dedicated customer service call center. METRO is Arkansas’ largest public transit agency and serves the Little Rock metropolitan area, known for its rich history, culture and affordable living. Come build your career in the beautiful Natural State!

Interested applicants should submit a cover letter, resume, and a completed application.

POSITION SUMMARY:

The METRO customer service manager reports to and assists the director of public engagement with activities related to customer service and leads a 5-member team of customer service representatives. The customer service manager ensures that METRO riders and non-riders receive seamless, expert, accurate and timely customer service and ensures performance is measured and analyzed for system improvement. This is a management position for mid-level customer service professionals who have demonstrated supervisory experience. The successful candidate will have a strong background with customer service in a transit or retail environment and call center team training and management.

KEY SUCCESS FACTORS:

• Realizes optimum staffing levels to ensure adequate customer service call center coverage

• Uses data-driven analysis to improve the customer service experience and support rider, community and agency needs

• Professionally resolves customer service issues with consistency and good judgement

• Provides a professional, egalitarian work environment for the customer service team members

• Supports the public engagement team with valuable customer service insights

ESSENTIAL FUNCTIONS:

• Learn the METRO transit network and all related customer service needs, including trip-planning; ADA compliance; long-term transit planning service aspects as related to community requests; appropriate channels for escalating customer service concerns; fare products, pricing and formats; Lost and Found protocols; Code of Conduct policies; and all operations team responsibilities to be able to adequately explain transit system policies to customers and follow enforcement protocols

• Learn the METRO phone system reporting system (currently QueueMetrics) to provide call metrics for compliance reports and monitoring needs

• Learn fixed route and guideway, paratransit and microtransit software systems (currently Syncromatics, StrataGen and Transloc, respectively); document management system (currently ImageSilo); mobile fare payment system (currently Token Transit) and customer relationship management system (currently Track It Transit) to train employees, resolve problems and provide reports

• Maintain optimum staffing schedules to ensure adequate customer service call center coverage

• Ensure collection and analyzation of customer service data for reporting needs

• Supervise, develop, coach and mentor the customer service team members

• Oversee customer service team training, performance and evaluation

• Manage cross-departmental customer service training

• Make customer service team training program recommendations to the director of public engagement

• Manage all customer service inter-departmental cross-training

• Manage Lost and Found Services and the Discount Fare Program

• Draft written customer service responses

• Assist director of public engagement with customer-facing presentations, community engagement events, public information meetings and customer service campaigns

• Assist director of public engagement with transit trainings

• Assist director of public engagement with rider survey development, implementation and reporting

• Engage in all provided transit and customer service training, including de-escalation tactics

• Perform research in support of team strategies

• Assist with special projects as needed

STATUS AND SCOPE:

• Reports to: Director of Public Engagement

• Direct Reports: 5

• Knowledge of shift scheduling

• Knowledge of call center reporting software systems

• Skilled in coaching and leadership, including serving others

• Skilled in project management, including planning, time management, budgeting, coordinating, accountability controls and reporting

• Skilled in resourceful problem-solving

• Skilled in word processing, spreadsheet and presentation skills

• Skilled in interpersonal communications, verbal and written communications, and listening

• Skilled in reasoning

• Skilled in demonstrating kindness and compassion for others

• Ability to motivate others

• Ability to take direction from others

COMPETENCIES:

• Ability to work in a fast-paced setting, process work rapidly, set priorities and work under pressure, all while maintaining accuracy of work and completion of assigned tasks with limited supervision

• Ability to interpret data, apply logic and trouble-shoot

• Ability to learn new and emerging technology quickly

• Ability to meet deadlines while multi-tasking

• Ability to package information in custom, requested formats

• Commitment to being a reliable, people-oriented, inclusive team player who embraces diversity and demonstrates a passion for providing excellent transit customer service

QUALIFICATIONS:

• Bachelor’s degree in business, retail or hospitality management, or a related field, or any equivalent combination of related training and experience

• A minimum of seven years’ experience working in the customer service, retail or hospitality industries

• A minimum of three years’ experience working in a call center supervisory or management role

SALARY RANGE: $56,000-60,000

BENEFITS:

Eligible for health insurance, dental insurance, vision insurance, life, short-term/long-term disability insurance, paid sick, paid vacation, paid holidays, 457 (b).

EMPLOYMENT STATEMENT:

METRO is firmly committed to a policy of equal employment opportunity and will administer its candidate evaluation and hiring, personnel policies, and conduct employment practices in a manner that results in treatment based upon merit, experience, and other work-related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.