Job Description

Manager of Customer Service

Position Summary: This position plans, organizes, coordinates and oversees the activities of the Customer Service & Information Center employees (Springfield and Holyoke facilities) as well as fixed route and paratransit contractors who provide a variety of services essential to the welfare and safety of public transit riders; ensures efficient and effective department operations; monitors and evaluates performance and provides training as required; keeps Administrator informed of department progress, issues, and overall operations.

Serves as Primary Contact for Receiving and Processing Complaints Regarding Fixed-route and Paratransit Services

Serves as Active Member of the Management Team

Leads Customer service Department

Works Closely with Finance Department Staff:

Oversees Specialized Customer Service Computer System:

Assists with Marketing Activities: Manages efforts pertaining to special events and coordinate Bus Pass Promotion, PVTC/TE Bus schedules and changes, and Advance Ticket Purchase Programs.

Serves as Primary Contact for Winter Storm Plan: Communicates with Suppliers, and PVTA Administrator as needed to alter service in the event of a winter storm.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Must have a minimum of five (5) years of demonstrated experience managing employees in a customer service role; Associates degree (A.S.) from an accredited two year college or Bachelor?s degree (B.S.) from a four-year college or university preferred; or equivalent combination of education and experience, preferably within the Transit Industry; must have excellent communication, interpersonal, and organizational skills, with the ability to prioritize and handle a variety of responsibilities simultaneously; must be an excellent active listener; must be able to interact with multiple constituencies at all organizational levels (both internal and external) with a high degree of professionalism and confidentiality; demonstrated ability to lead and supervise others. Project management experience, strong customer service and presentation skills, and basic accounting and computer knowledge is required.

Required Competencies: This position requires the following competencies:

Strong interpersonal skills
Oral and written communication skills
Judgement
Motivation
Professionalism
Quality
Adaptability
Dependability
Initiative

SEE THE PVTA WEBSITE FOR COMPLETE JOB DESCRIPTION

How To Apply

Apply online at - https://www.pvta.com