Customer Service Manager - Intercity Transit : Job Details

Salary : $111,883.20 - $151,028.80 AnnuallyLocation : Intercity Transit - Olympia, WAJob Type: Full-TimeJob Number: 202400051Department: OPERATIONSDivision: CUSTOMER SERVICESOpening Date: 11/15/2024Closing Date: 12/1/2024 5:00 PM PacificDescriptionCustomer Service ManagerIntercity Transit is the public transportation provider that encompasses the communities of Olympia, Lacey, Tumwater, and Yelm, covering an area of approximately 101 square miles. Our services include 18 fixed bus routes, door-to-door transportation for individuals with disabilities, a vanpool program, and other specialized transportation options. Through our work, we provide transportation to jobs, schools, community events, and personal or business activities. If you have:

• experience motivating, leading, or managing a diverse team.
• skills in resolving customer issues quickly and effectively.
• experience using data-driven decision-making processes to streamline things and make improvements.
• skills in delegating and prioritizing tasks.

Then this position is for you!We are currently recruiting for aCustomer Service Manager to plan, organize, lead and manage customer service activities including the call center system, customer comment database, recording systems, fare, and Regional Reduced Fare pass program. Examples of Duties As a Customer Service Manager, you will:

• Supervise, leads, and mentor staff.
• Lead the Customer Service team in developing and maintaining high levels of customer service, professionalism, individual skills and effective teamwork approaches.
• Participate in the Agency's labor relations program to include contract negotiation and administration of collective bargaining agreement.
• Oversee the technology systems including customer call center phone system, agency call routing customer comment database, Reduced Fare and pass programs, and transit center video systems.
• Oversee agency mail processing and facility visitor access management platform.
• Supervise sales, cash facilitation of electronic ticket sales for Greyhound & Flix passengers, sales, cash management and distribution of agency and intercounty fares. Manage and distribute agency and intercounty fares. Assist in rider information program improvements, including rider alerts and phone information. Oversee the customer service outreach programs.
• Coordinate operational needs and partnerships with law enforcement and crisis response unit and programs. Assist contracted security personnel to provide security to operators and customers. Address any issues and recommends changes to security protocol and procedures as needed.
• De-escalate critical and sometimes volatile situations involving customers at the transit center. Provides emergency support pending medical response arrival.
• Develop guidelines, policies, procedures and controls to ensure safe and efficient operational activities for the division. Work as a member of the Operations management team to address transit center proficiencies and emergencies.
• Handle customer inquiries and complaints.
• Serve as liaison between Facilities Maintenance and the contracted janitorial services vendor at the transit center. Addresses janitorial deficiencies and reports to Facilities Maintenance to coordinate a response to requests for janitorial services at the transit center.
• Prepare and develop annual division budget; monitors and approves expenditures in accordance with Agency policies and principles of sound fiscal management.
• Participate in vendor bid proposal selections, monitors vendor's service delivery performance.
• Perform other duties as assigned.

Typical Qualifications Are you the one we are looking for?

• Bachelor's degree.
• Five (5) years of increasingly responsible customer service experience in public transportation; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
• Must submit to a criminal background check, the results of which must meet hiring criteria for the role.
• Knowledge of supervisory principles and practices; applicable federal, state, and local laws, rules, and regulations including ADA; customer service principles and practices; budgeting principles and practices; disabilities and related effects; basic call management systems and telecommunications equipment; camera and surveillance systems; neighboring transit agencies and services; customer service scheduling practices; and cash handling practices.
• Skill in monitoring and evaluating subordinate staff; preparing reports; maintaining logs and records; operating applicable office equipment; managing projects; preparing and giving presentations; providing excellent customer service; reading maps; use of electronic technology; establishing and maintaining effective working relations with other transit employees and the public; working under pressure, addressing significant problems and tasks that arise simultaneously and/or unexpectedly; and communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the general public sufficient to exchange or convey information and to receive work direction.

Supplemental Information What's in it for you?

• Receive a competitive salary of $53.79 - $72.61 an hour in addition to annual general wage/cost of living adjustments typically received in January and step increases in July (if not at top of salary range).
• Comprehensive medical, dental, and vision coverage for employees and eligible dependents.
• PERS Retirement Plans (through Washington State Public Employee's Retirement System) along with voluntary deferred compensation plans (401k and 457) with employer match up to 6.2%.
• 12 to 25 vacation days per year depending upon date of eligibility and length of service.
• 12 days of sick leave per year depending upon date of eligibility.
• Up to 48 hours of floating holiday time.
• Paid Bereavement leave for qualifying family members.

Ready to jump on board? We would love for you to apply! Please submit a complete electronic application online at . Your application package must include a letter of interest and resume that clearly explains how you meet the qualifications of the position. Be advised, we will not consider incomplete applications. Intercity Transit's preferred method of communication is via email, so an accurate and active email address is essential.Completed applications must be received by 5:00pm on Sunday, December 1, 2024.Intercity Transit is proud to be an equal employment opportunity employer and strives to provide a culturally diverse workforce. Intercity Transit does not discriminate in employment or service on the basis of race, creed, color, origin, age, sex, religion, marital status, sexual orientation, veteran status, or disability. We also take pride in being a drug free workplace. Note that Intercity Transit is subject to requirements of the Federal Drug-Free Workplace Act and FR Part 40 & Part 655, which prohibits the use of marijuana at any time while employed by Intercity Transit.Intercity Transit offers its employees an excellent comprehensive benefits package, pension plan, educational benefits, state-of-the-art technology and much more. In addition, some positions are eligible for remote work opportunities and flexible schedules. Health CareWe provide comprehensive medical, dental and vision insurance coverage for employees and eligible dependents (spouse or significant other and children) through the Employees and Intercity Transit pay a monthly premium contribution depending upon the plan chosen.In addition, Intercity Transit offers:

• Employer provided life insurance and optional supplemental coverage
• Employer provided disability insurance and optional supplemental coverage
• Additional supplemental insurance coverage available through AFLAC
• Access to an Employee Assistance Program.

Washington State Public Employees' Retirement System (PERS)Employees are covered under PERS I, PERS II and PERS III of the Employee and Employer contributions are required at start of employment.Deferred Compensation Plans (401K and 457)Intercity Transit offers three voluntary deferred compensation plans. Employees who contribute at least 6.2% to a plan receive a 6.2% employer match. Employee contributions are not subject to federal income tax until withdrawn. Vacation Leave, Sick Leave, and Observed and Floating Holiday Leave Employees accrue 12 to 25 vacation days per year depending upon date of eligibility and length of service. The maximum accrual limit is 360 hours. Employees accrue 12 days of sick leave per year depending upon date of eligibility. The maximum accrual limit is 960 hours. Non-represented employees receive 48 hours of floating holiday hours each year depending upon date of hire. Employees hired after January 1 receive floating holiday hours at the beginning of their introductory period according to the following schedule: January 2 - April 1: 38 hours April 2 - July 1: 29 hours July 2 - October 1:19 hours October 2 - December 31: 10 hours For additional information regarding employee benefits, please visit: 01 Which statement below best describes the highest level of education you have completed?

• High school diploma or equivalent (GED)
• Associate degree
• Bachelor's degree
• Master's degree or higher

02 Please list the name of the employer(s) where you received your customer service experience in public transportation and the job title(s) you held. If this does not apply, enter N/A . Required Question