Job Description
Salary: $85,793.00 - $128,689.00 Annually
Location : Mobility Center 4600 E Washington St Suite 101 Phoenix AZ 85034, AZ
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: M03005-1
Division: Agency Business, Technology and Services
Department: Customer Service
Opening Date: 05/06/2025
Summary Position will be open until May 22nd 2025. PURPOSE OF ROLE: The Customer Service Manager is responsible for overseeing the day-to-day operations of the Valley Metro Customer Service Department. This position leads a dedicated team delivering outstanding service to Valley Metro riders. The role is key to creating excellent customer experiences by ensuring timely and effective responses to questions, concerns, and issues related to fares, routes, schedules, and service disruptions - in support of Valley Metro's mission of connecting communities and enhancing lives.
Valley Metro is an Equal Opportunity Employer.
Minimum Qualifications & Requirements MINIMUM QUALIFICATIONS: Bachelor's Degree, or equivalent years of experience, in management, communication or a related field AND five (5) years' experience with inbound customer service call centers or transit customer service/operations, including at least three (3) years of supervisory/management experience.
Experience in, or familiarity with, public transportation is desirable.
Background Investigation :
- Employment is contingent upon the results of a background check.
Human Resources reserves the right to call only the most qualified applicants to the selection process Examples of Duties / Knowledge & Skills Essential Functions: The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Customer Service Management:
- Managing a team of customer service representatives, including hiring, training, performance evaluation, and coaching.
- Monitoring call center operations to ensure timely response to customer inquiries and complaints.
- Addressing escalated customer issues and finding solutions to complex problems.
- Implementing strategies to improve customer satisfaction and resolve complaints efficiently.
Operational Oversight:
- Analyzing customer feedback data to identify trends and develop recommendations for improvement.
- Developing and maintaining customer service standards and procedures.
- Developing and overseeing the Customer Service Department annual budget.
- Managing customer service channels including phone lines, online platforms, and in-person interactions.
- Monitoring key performance indicators (KPIs) related to customer service quality and efficiency.
- Maintaining current knowledge of, and compliance with, regulations and internal policies and procedures pertaining to department operations.
- Leading special projects to improve customer service operations and/or customer experience.
Transit System Knowledge:
- Staying updated on transit schedules, routes, fares, and service changes to accurately answer customer questions.
- Collaborating with other departments like operations and planning to address customer concerns related to service disruptions or route adjustments.
Communication and Reporting:
- Communicating customer feedback and concerns to internal and external stakeholders including Valley Metro member city representatives.
- Preparing reports on customer service performance metrics and trends.
- Providing regular updates on customer service initiatives and improvements while serving as liaison with internal departments and agency leadership.
Knowledge, Skills & Abilities:
- Excellent communication skills: Ability to clearly explain complex information to customers and effectively handle challenging situations.
- Strong leadership qualities: Manage and motivate a team of customer service representatives.
- Problem-solving skills: Analyze issues, identify root causes, and find solutions to customer problems.
- Customer experience focus: Prioritize customer satisfaction and build positive relationships with passengers.
- Technical proficiency: Familiarity with customer service platforms and customer relationship management (CRM) software.
- Knowledge of the transit system: Understanding of Valley Metro services and service areas.
Performs other duties of similar nature and level assigned.
Physical Demands / Work Environment Physical Demands & Work Environment With or Without Reasonable Accommodations: Physical Demands: Positions in this class typically require reaching, fingering, grasping, talking, hearing, seeing and repetitive motions.
Work Environment: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Valley Metro is a Drug Free Workplace and an Equal Opportunity Employer.
Health Care Benefits Effective on the first of the month following date of hire, benefited employees will be eligible for health coverage.
•Medical/Vision/Employee Assistance Program (EAP) Insurance
•Dental Insurance
•Life/AD&D Insurance
•Short Term Disability Insurance
Retirement Plans •Arizona State Retirement System (ASRS)
•457 Deferred Compensation Plan (Optional)
Holiday Pay •Paid Holidays
Optional/Additional Benefits •Voluntary Life Insurance
•Flexible Spending Account
•Tuition Assistance
•Free Employee Bus/Light Rail Card
01
How many years of Inbound Call Center experience do you have?
02
What was the number of staff you managed in the call center? Was this in person, remote or hybrid environment?
03
What was the average daily call volume?
04
Have you ever managed a transition (e.g., new phone system, Customer Relations Management (CRM) System, team reorganization)? If so, explain.
05
What Technology/Platform/Customer Relations Management (CRM) System have you used at your call center? How did you use the technology?
Required Question Valley Metro, AZ
Job Tags
Holiday work, Full time, Temporary work, Remote job, Flexible hours,