Manager, Customer Service RideStores

Basic Function

Manages the daily operations of all RideStore locations, on-line fare media distribution, and paid parking operations. Manages staff to provide METRO customers with excellent customer service. Responsible for maintaining accurate records of all generated sales and activity reports.  Manages special events and other department projects. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g. training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved.
• Manages the daily operations of all RideStores, on-line fare media distribution, and paid parking operations.  
• Manages staff to provide METRO customers with excellent customer service.  
• Responsible for maintaining accurate records of all generated sales and activity reports.
• Manages the processing and fulfilling fare media orders and the accurate documentation of all transactions.
• Ensures on-line orders are processed in a timely manner.
• Manages the collection of fees and payments for fare evasion citations and accident reports
• Manages merchandise sales and other RideStore transactions.
• Ensures all RideStores are organized, clean, and provide an excellent customer experience.
• Maintains inventory control for fare media distributions and receivables for the vault; verifying daily inventory sales and ensuring inventory sales sheets are completed daily.
• Prepares daily deposit of operations window cash receipts and reviews daily Revenue Activity Forms.
• Coordinates with the director and IT to ensure all fare collection equipment, at operations windows, are in good working order.
• Verifies all daily sales reports before submitting them to Accounting.
• Verifies daily deposit records. 
• Verifies Petty Cash counts monthly before submitting to Treasury.
• Manages special events and other department projects.  
• Ensures reference materials and supplies are available to customers and staff.
• Provides support as required to enhance or report the performance of the division.
• Collaborates with other team members as necessary to reach departmental goals and objectives.
• Prepares required weekly and monthly reports and meets required reporting deadlines.  
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school diploma or GED. Bachelors’ degree in Marketing, Communications, Business, Public Administration or related field is preferred.  

Years & Experience Required

Minimum five (5) years of progressively responsible professional experience in customer service, retail sales or related field; including three (3) years supervisory experience. Proven leadership, ability to influence, develop and empower employees to achieve objectives. Experience with financial sales reporting preferred.

Knowledge & Skills Required

Ability to lead, organize, and communicate ideas. Ability to manage a team effectively. Ability to establish and maintain effective working relationships employees, peers, and upper management. Skills in analyzing complex problems, evaluating alternatives, making creative recommendations, and implementing solutions.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.