Manager, Customer Relations

Overview

Under the direction of the Executive Director/VP of Customers Relations and Communications, the Manager, Customer Relations (Manager) is responsible for the enhancing the customer experience and promoting a customer care culture both internally and externally, by planning and implementing customer service programs and initiatives. The Manager directly oversees one supervisor and the customer care team, including a call and retail centers.

 

The Manager, Customer Relations is a member of a critical cross-departmental team that includes communications and marketing.

Responsibilities

Essential Duties and Responsibilities include the following:

 

• Leads LBT’s Customer Service program to enhance the customer experience and promote Compassion, Accountability, Respect and Empowerment (CARE).
• Manages LBT’s correspondence and strategic communications with customers and stakeholders.
• Conduct research to understand customer needs, preferences, and behavior.
• Monitor customer feedback, identifying areas for improvement and developing implementation plan to improve customer satisfaction.
• Implement production, productivity, quality, and customer-service standards.
• Manages the Customer Call Center, Downtown Retail Center and LBT’s lost and found program.
• Promotes a culture of customer CARE both internally and externally through presentations, training, coaching and mentoring.
• Works across LBT’s departments like marketing, communications, operation to ensure alignment and smooth customer experience.
• Keeps well informed on the agency’s service area, its demographics, diversity, development, challenges and community events.
• Develops processes and procedures for customer service.
• Coordinates production of all fare media including monthly passes, tickets and coupons
• Complies with all safety regulations as stated in LBT’s safety program, and reports safety related accidents, incidents and unsafe work conditions; attends safety training programs as required.
• Ensures that each level of supervision and all employees are made aware of the elements of the safety program, and that those elements are implemented.
• Assures that proper training is being provided, and that employees are working in a safe manner.
• Collaborate with technology and data teams to integrate customer service data and analytics for continuous improvement.
• Develop and oversee a customer feedback system to collect, analyze, and act upon customer insights.
• Coordinate with human resources to implement employee engagement programs aimed at enhancing customer service skills.
• Lead initiatives focused on digital transformation to improve customer service delivery through technology (e.g., real-time tracking, customer feedback platform, digital loyalty programs).
• Help to define, track and establish clear, measurable targets for relevant Key Performance Indicators (KPIs) to achieve top-tier customer satisfaction.
• Other duties as assigned.

 

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

 

The requirements listed are representative of the knowledge, skill, experience, and/or ability required or in those specifically designated, is preferred. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

 

ATTRIBUTES AND SKILL SETS:

• Customer-centric approach with a focus on delivering exceptional service
• Excellent interpersonal skills, including public speaking, writing and diplomacy.
• An empathetic listener that demonstrates accountability, courtesy, respect and professionalism,
• Actively seeks solutions to enhance the customer experience.
• Demonstrated experience managing customer service programs.
• Ability to develop strategic customer communications, including responding to feedback and communicating change.
• A self-starter with the ability to manage multiple projects and deadline and work independently, sometimes with minimal direction.
• Ability to effectively manage people and projects.
• A visionary leader with demonstrated abilities to enhance the customer experience.
• A track record of implementing successful customer care programs and initiatives.
• Flexible, adaptable and agile with the ability to shift work or focus based on situation
• Proficiency with computers, including Microsoft Office products (Outlook, Word, Excel, PowerPoint, etc.).
• Strong problem-solving skills and the ability to think critically.
• Knowledge