Manager, Customer Service

Position Overview

Salary: $85,793.00 - $128,689.00 Annually
Location: Mobility Center 4600 E Washington St Suite 101 Phoenix AZ 85034, AZ

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 and ensures timely and effective responses to inquiries regarding fares, routes, schedules, and service disruptions, in support of Valley Metro’s mission of connecting communities and enhancing lives.

Key Responsibilities:

• Managing a team of customer service representatives, including hiring, training, performance evaluation, and coaching.
• Monitoring call center operations to ensure timely responses 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.
• Analyzing customer feedback data to identify trends and develop recommendations for improvement.
• Developing and maintaining customer service standards and procedures.
• 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.
• Ensuring compliance with regulations and internal policies pertaining to department operations.
• Leading special projects to enhance customer service operations and overall customer experience.
• Staying updated on transit schedules, routes, fares, and service changes to accurately address customer questions.
• Collaborating with operations and planning teams to resolve issues related to service disruptions or route adjustments.
• Communicating customer feedback and concerns to internal and external stakeholders, including member city representatives.
• Preparing reports on customer service performance metrics and trends.
• Providing regular updates on customer service initiatives while serving as a liaison with internal departments and agency leadership.

Required Qualifications:

• Bachelor's Degree, or equivalent experience in management, communication, or a related field, with at least five (5) years’ experience in inbound customer service call centers or transit customer service/operations, including a minimum of three (3) years in a supervisory/management role.
• Employment is contingent upon the successful completion of a background check.

Preferred Qualifications:

• Experience in, or familiarity with, public transportation.
• Excellent communication skills, strong leadership qualities, and effective problem-solving abilities.
• Technical proficiency with customer service platforms and CRM software.
• A strong customer experience focus with the ability to build positive relationships.

Benefits & Perks:

• Medical/Vision/Employee Assistance Program (EAP) Insurance
• Dental Insurance
• Life/AD&D Insurance
• Short Term Disability Insurance
• Arizona State Retirement System (ASRS)
• 457 Deferred Compensation Plan (Optional)
• Paid Holidays
• Voluntary Life Insurance
• Flexible Spending Account
• Tuition Assistance
• Free Employee Bus/Light Rail Card