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Customer Service Manager

Transportation Services - Close Date: Open Until Filled

Scope of Position
Directs, manages, supervises, and coordinates the activities and operations of the Customer Service & Information Division within the Transportation Services Department including multiple sections and functional areas; coordinates assigned activities with other divisions, programs, Departments/Offices, and outside agencies; and provides highly responsible and complex administrative support to the Deputy Director and the Director of Transportation Services.

A Division Manager is responsible for the management of a Division that includes several line areas/sections or functional work groups of significant depth and complexity. Responsibilities include overall administration and implementation of a Division including development of Division objectives and design and implementation of supporting units, programs, processes, policies, and/or procedures to successfully achieve those objectives. A Division Manager is also responsible for the development, administration, and control of the associated budget(s).

Essential Functions
This job description reflects a representation of essential functions, it does not prescribe or restrict the tasks that may be assigned due to reasonable accommodation or specific requirements of an individual Agency Position Profile or for other reasons.

1. Assume management responsibility for the services and activities of the Customer Service & Information Division within the Transportation Services Department that includes several line areas/sections or functional work groups of significant depth and complexity including customer service, reception, database, and information center services and activities; manage the provision of exceptional customer service through customer correspondence, front desk, database support, and research and information resources.
2. Manage and participate in the development and implementation of goals, objectives, policies, and priorities for assigned projects, services, and functional areas within the Customer Service & Information Division; recommend and administer policies and procedures.
3. Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; recommend, within policy, appropriate service and staffing levels.
4. Plan, direct, coordinate, and review the work plan for assigned staff; assign work activities, projects, and programs; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems.
5. Select, train, motivate, and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
6. Direct Customer Service & Information Division consultants and contractors in the administration and implementation of projects and/or project phases; ensure that projects, services, and operations of the Customer Service & Information Division are completed within the scope, schedule, and budget and that all objectives are successfully met.
7. Assume responsibility for staff and general administration support and application of Agency policies for contracting, W/M/DBE, EEO/AA, accounting, and other related matters.
8. Oversee and participate in the development and administration of the Customer Service & Information Division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; ensure that Customer Service & Information Division, and where applicable individual project(s), expenditures and cost estimates are adequately documented and monitored throughout the Division and to their completion; review and approve Customer Service & Information Division expenditures; implement adjustments.
9. Manage, plan, and implement customer service programs for the Agency’s service lines, including Sound Transit Express regional bus, Sounder commuter rail, and Link light rail, in coordination with transit partners.
10. Develop and oversee the production of customer materials in all formats; develop rider information in print, online, and in facility signage to inform and increase awareness of Sound Transit services.
11. Serve as the liaison for the assigned Division with other divisions, programs, Departments/Offices, and outside agencies; negotiate and resolve sensitive and controversial issues.
12. Support the community relations and public information effort(s) applicable to the Customer Service & Information Division and to the Agency in general; respond to high level customer response requests.
13. Negotiate and develop interlocal agreements with transit partners.
14. Serve as the Division’s liaison with Agency Board members, elected officials, the media, local community groups, and the general public regarding division services and activities; make regular briefings to the Board(s).
15. Serve as staff on a variety of boards, commissions, and committees; prepare and present staff reports and other necessary correspondence.
16. Provide responsible staff assistance to the assigned Deputy Director and Director; conduct a variety of organizational studies, investigations, and operational studies; summarize and analyze Customer Service & Information Division issues and provide recommendations to the Deputy Director and Director on strategies to resolve these issues; recommend modifications to functional areas, policies, and procedures as appropriate; conduct follow-up to ensure that the issues have been resolved.
17. Research and develop recommendations for service and systems improvements.
18. Attend and participate in professional group meetings; maintain awareness of new trends and developments in the fields related to area of assignment; incorporate new developments as appropriate.
19. Respond to and resolve difficult and sensitive citizen inquiries and complaints.
20. Perform related duties as required.

QUALIFICATIONS
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.

Knowledge of:

• Operational characteristics, services, and activities of the Customer Service & Information Division.
• Principles and practices of program development and administration.
• Senior professional and/or technical expert knowledge of business/industry principles and practices for the area of responsibility including customer service principles and practices
• Communication strategies, tools, and techniques.
• Transit industry and transit operations.
• Central Puget Sound Regional Transit Authority functions, operations, policies, and procedures.
• Project management techniques and principles.
• Methods and techniques of used in the performance of duties and responsibilities specific to the area of assignment.
• Principles and practices of governmental budget preparation and administration.
• Principles of supervision, training, and performance evaluation.
• Modern office procedures, methods, and equipment including computers.
• Computer applications such as word processing, spreadsheets, and statistical databases.
• Pertinent federal, state, and local laws, codes, and regulations.

Ability to:

• Oversee and participate in the management of a comprehensive Customer Service & Information Division that includes several line areas/sections or functional work groups of significant depth and complexity.
• Manage the provision of exceptional customer service through customer correspondence, front desk, database support, and research and information resources
• Conceptualize, influence, and develop goals, objectives, guidelines, and procedures for Customer Service & Information Division.
• Oversee, direct, and coordinate the work of lower level staff.
• Select, supervise, train, and evaluate staff.
• Analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Research, analyze, and evaluate new service delivery methods and techniques.
• Prepare clear and concise administrative and financial reports.
• Prepare and administer large Division budgets.
• Analyze and review financing plans and models and related budgetary information to determine the impact on the Division.
• Interpret and apply federal, state, and local policies, laws, and regulations.
• Use a variety of professional management and/or technical concepts in accordance with Agency, Department/Office, and Division area objectives to solve complex problems in creative and effective ways.
• Work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Work with community leaders and elected officials at all levels of government.
• Establish and maintain effective working relationships with those contacted in the course of work.

Skill in:

• Applying advanced principles and practices of technical area of expertise.
• Applying advanced project management techniques and principles.
• Demonstrating strong interpersonal techniques and a consistent commitment and ability to work with diverse work groups and individuals.
• Demonstrating a positive customer service orientation with both internal and external clients.
• Applying appropriate oral and written communication techniques to various individuals ranging from Agency employees, the general public, elected officials, community leaders, and local, state, and federal agencies.

Education and Experience
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
A Bachelor’s degree from an accredited college or university with major course work in public administration, business administration, communications, public affairs, political science, public relations, or in a field or discipline related to the Customer Service & Information Division. An advanced degree is preferred.

Experience:
Eight years of increasingly responsible related experience including four years of management, administrative, and supervisory responsibility.

How to Apply
Expressions of interest should include a cover letter, resume and Sound Transit application.  Please submit application, resume and cover letter in person, by mail or email:

The Central Puget Sound Regional Transit Authority - Sound Transit
ATTN: Human Resources Division
401 S. Jackson St
Seattle, WA 98104

recruit@soundtransit.org

Sound Transit is an equal opportunity employer. We place a high value on, and are committed to, diversity within our organization and leadership. How to Apply?