Customer Service Manager

Date Opened: Friday, March 07, 2025 12:00 AM

Close Date: Tuesday, April 01, 2025 12:00 AM

Department: Charlotte Area Transit System Department

Administrative Management

Salary: $73,630.73 - $92,038.42 Commensurate with Experience

SUMMARY

The Charlotte Area Transit System’s (CATS) Customer Service Manager is responsible for ensuring excellent customer service, promoting positive customer relationships, resolving issues, implementing strategies to enhance customer satisfaction and loyalty as well as promote these ideas throughout the CATS organization. . This position oversees and manages the CATS Call Center, Pass Sales Center, the future planned CATS Ambassador Program, CATS Fare programs and other customer service activities. This is accomplished by directing the daily activities of the department resolving customer and employee issues, implementing performance measures and producing reports, tracking department stats and performance, preparing and monitoring department budget, managing department procurements, managing and directing staff and outside consultants. Other duties include assisting and coordinating with other departments within CATS. The CATS Customer Service Manager will be expected to maintain high-quality service standards, addressing customer inquiries and concerns in a timely manner, and collaborating with various departments to improve the overall customer experience.

Major Duties and Responsibilities:

• Leads the performance of Customer Service Department and staff to ensure the provision of exceptional service to CATS customers via phone, in person, and online as based upon situational needs and circumstances.

• Supervises, leads, and mentors staff to include prioritizing and assigning work; conducting performance evaluations; provides or coordinates staff training; ensuring employees follow policies and procedures; and making supervisory decisions to ensure successful outcomes for the department. Leads the Customer Service team in developing and maintaining high levels of customer service, professionalism, individual skills and effective teamwork approach.   Meets with staff regularly to identify and resolve problems.

• Oversees and responsible for system technologies associated with Customer Services including customer call center phone system, agency call routing customer comment database, mobile ticketing and fare and pass programs.

• Assumes responsibility for cash handling, balancing and inventory control of revenue, passes, mobile ticketing and other items in the Customer Services Center.  Provides oversight of point of sale (POS) system and preparation; ensures accuracy of daily, weekly, and/or monthly financial and cash handling reports.

• Provides oversight for implementation of training and promotional programs that provide information about CATS.  Coordinates customer outreach efforts with other marketing promotions, new service changes, and other CATS initiatives.

• Achieves customer service objectives by contributing customer service information and recommending improvements to strategic plans, systems, processes, etc.

• De-escalates critical and sometimes volatile situations involving customers. Negotiates and resolves sensitive and controversial issues appropriately.  Shows empathy and respect in every interaction.   

• Design, implement and administer a customer complaint investigation and resolution process. May investigate complaints and customer concerns. Contact customers when needed. Recommend responses and resolutions to complaints. Ensure equitable and timely resolution of complaints taking into consideration the complexity of the complaint. Ensure that agency the tracking system is accurate, timely and complete.

• Improves customer service quality through evaluating the efficiency and effectiveness of service delivery methods and procedures; recommends and implements changes where appropriate.  Develops guidelines, policies, procedures and controls to ensure safe and efficient operational activities for the department.

• Assists in rider information program improvements, including rider alerts and phone information.

• Resolves problems, completing audits, identifying customer service trends, determining system improvements, and implementing change.

• Monitors developments, technology, and new techniques related to assigned area of responsibility; evaluates impact upon customer service, service delivery, and district image.

• Prepares general correspondence, detailed letters, reports and forms; maintains files and recordkeeping of pert