As a Transit Service Manager (Customer Service Manager) or (whatever title we want to utilize), you will be responsible to manage a large team of Transit Ambassadors. Transit Ambassador’s responsibilities include assisting transit riders with various levels of inquiries, emergency response management and customer service escalation support.
The Customer Service Manager is responsible for the transit team’s performance across all transit stations. This manager’s role is primarily ensuring that the transit staff is appropriately managed, trained, supported and has all the tools necessary to provide top-notch customer service for the riders and to maximize their experiences by offering great hospitality with every rider interaction; all the while meeting client satisfaction standards.
- Directs the activity and daily operations related to station staffing and preparedness. Accountable for implementation of strategic initiatives relative to customer satisfaction strategies.
- Work in partnership with technical client counterparts to ensure that appropriate hospitality strategies are effectively implemented within the operation.
- Evaluate and execute appropriate staffing plans in order to achieve station coverage goals.
- Ability to recognize and avert risks to riders and client related matters and responsible for managing applicable operational risk.
- Works to ensure seamless delivery to riders and to client through cross functions, processes and operational resources.
- Identify direct reports and overall develops staff and needs while providing timely feedback.
- Review the development and performance management plans for all team members and ensure team leaders are managing the development and performance management process and resources appropriately.
- Perform regular reviews of policies and procedures assuring new processes are documented and that all processes are tested regularly according to management guidelines.
- Act as single point of contact for transit team training, continuous improvement through continuous employee performance evaluation and consistent follow through until standards and resolutions are met.
- Coordinate efforts with cross site and cross functional peers to maximize performance levels and efficiencies.
- Ability to make decisions that are both strategic and tactical in nature and made with little or no supervision.
- Accountable for adherence to budgetary guidelines.
- Take ownership of the riders and the client problems; clarifies client issues/objections; appropriately escalates issues for assistance and resolutions.
- Ensure that time-sensitive transactions, problem resolutions, and non-standard instructions are handled in a manner that complies within policies and procedures, and minimize risk/cost to both Block By Block and the client.
Block By Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Preferred qualifications, skills, and capabilities
7+ years of Client Service, Sr. Level Customer Service or similar experience
Possess superior management abilities with an understanding of operations techniques
Proven track record in performance management
Proficient operations management skills.
Ability to work in a fast paced environment and adaptable to quick changes
Strong problem solving and decision making skills
Exhibits ability to work effectively in a global and multi-site setup
Experience with collective bargaining unit employees a plus
BBB OM We are proud to offer the following benefits:
· Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
· Paid time off: Vacation, Sick Time and/or PTO (Only where required by local requirements and contract agreements), Paid Leave (only where required by law), Holidays (only where required by contract agreement), Floating Holidays (only where required by contract agreement), Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA), Jury Duty (only where required by law).
· Bonuses: Employee Recognition Awards, Employee Referral Bonus Program (hourly employees only), Bonus Program (Operations Manager, RVP, and executive positions only).
· Other: 401K Retirement Savings Plan
Job Type: Full-time
Pay: From $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Education:
Experience:
- Customer Service Management: 7 years (Required)
Work Location: In person