SUMMARY: AC Transit is looking for outstanding candidates for the position of Customer Services Manager in the vibrant San Francisco Bay area. Under general direction, this position plans, directs, and monitors all aspects of the District's customer service functions, including but not limited to the in person Customer Service Center, the customer complaint and resolution cycle, call center, and lost and found, and special programs.
The ideal candidate is committed to providing great customer service and identifying pathways to increase customer satisfaction. This commitment is demonstrated by: • Establishing and maintaining consistent standards for complaint resolution and feedback. • Modeling behavior and coaching essential customer service skills necessary for front line staff. • Effectively interacting with diverse situations and people. • Collaborating with other departments on responding to customer issues, operational and planning matters, and communications. • Interfacing with local partner agencies on regional programs and initiatives such as Clipper and other regional programs. • Remaining proactive, attentive to detail, and oriented toward problem solving and workplace efficiencies. • Monitoring service levels, compliance with protocols, procedures, and contracts This is an excellent opportunity to lead the Customer Services team at one of the largest bus agencies in California. AC Transit also has an outstanding benefits package that includes pension, medical, dental and vision coverage, flexible spending and a 457 savings plan.
REPRESENTATIVE FUNCTIONS: • Manages the District's complaint resolution process; investigates and resolves complaints and customer concerns, and speaks to customers as needed, or as requested by other District personnel, and representatives of local and regional governments and agencies. • Manages AC Transit's Clipper fare media program and operations, including the in-person Customer Service Center and coordination of outreach activities, and works with staff from other agencies and organizations to support Clipper usage. • Collaborates with other departments to respond to and monitor customer and public concerns, including coordination with communications personnel who respond to concerns expressed through social media channels. • Monitors Customer Service function achievement through performance metric reports, and takes corrective action in a timely manner. • Provides policy direction to the Customer Service offices and the Call Center in order to address and resolve issues of concern regarding customer service. Develops and establishes guidelines and procedures. • Supervises, monitors, and evaluates the performance of Customer Services staff, including customer service representatives, administrative coordinators and supervisors. Recommends personnel actions, and initiates the disciplinary process. • Coordinates the activities of customer service contractors including overseeing operations, monitoring call activities, levels and quality; conducting audits; monitoring and enforcing compliance with performance standards, and overall contract requirements. • Implements and maximizes the use of information technologies for customer service functions, including telephone information systems, and the handling and reconciliation of over-the-counter revenue sources. • Ensures the security of all over-the-counter revenue sources by implementing policies that require daily balancing and reconciliation by all customer service representatives, and regular audits by supervisors and Internal Auditors. • Identifies the quality of District services, identifies areas needing improvement, and assists in developing and implementing solutions to service quality issues as identified by riders. • Manages the implementation and ongoing projects from conception, develops plans and specifications, analyzes data, gathers supporting documentation, and writes Requests for Proposals. • Develops and manages the budget for the Customer Services unit. • Establishes and monitors proper procedures for the District's Lost and Found function. • Performs other duties as assigned.
MINIMUM QUALIFICATIONS: Education: Equivalent to a Bachelor's Degree from an accredited college or university in with major coursework in Business Administration, Public Relations, Community Relations or a customer service related field. Experience: Six (6) years of verifiable and increasingly responsible professional experience in customer service, customer relations or retail; including at least (4) years' experience supervising staff engaged in customer service, cash handling and the sale of goods/services.
ADDITIONAL INFORMATION: Physical Requirements: Must maintain the physical condition necessary to: (1) perform tasks in an office setting operating a personal computer, keyboards, and other peripheral equipment; (2) possess physical mobility in order to travel to other locations within the AC Transit District.
THIS POSITION IS A UNION POSITION, REPRESENTED BY AFSCME
The Selection Process: The Human Resources department must receive a completed online application by the filling date. If this recruitment is "Continuous," it may be closed at any time without notice. Applications will be screened for job related qualifications, and those candidates who best meeting the qualifications listed on this Job Announcement will be invited to participate in an examination process that may include written, oral and/or performance segments. Current District employees must have satisfactory attendance and performance records. Finalists will be placed on an Eligibility List. When filling vacancies, the Human Resources Department will refer the top candidates to the hiring department for final screening and recommendation.
ADA Compliant and Drug Free Workplace: The Human Resources Department will make reasonable efforts in the recruitment/examination process to accommodate applicants with disabilities. If you have a need for an accommodation, please call Human Resources at (510) 891-4783.
The Alameda Contra Costa Transit District has established the goal of a 100 percent drug and alcohol-free workplace. Applicants will be required to undergo drug and alcohol testing prior to employment and those in safety sensitive positions will be subject to further drug and alcohol testing through their period of employment, including random drug and alcohol testing.
Benefits: All employees hired on or after January 1, 2016, will be in the District's Tier II pension plan covered by the Public Employees' Pension Reform Act of 2013 (PEPRA). As such, he/she may be required to contribute 6% or more of annual income towards the cost of his/hers District pension.