Manager - Service Quality

POSITION PURPOSE

The Manager – Service Quality will oversee the investigating, reviewing, and responding to questions and complaints received from IndyGo passengers and customers regarding the quality of service. This position will work with all Operations divisions to ensure that service quality goals and issues are adequately addressed. This role will supervise a team of Service Quality Specialists who will coordinate with other internal teams to ensure constant and regular communication regarding customer service standards.

*The salary range is $63,000 - $66,000 annually, commensurate with education and experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To succeed in this role, an individual must perform satisfactorily the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

ESSENTIAL FUNCTIONS:

• Oversee the investigations and responses to complaints and comments received from customers and citizens regarding transit service.
• Provide effective and efficient customer service, responding to complaints or issues from customers or other external constituents.
• Manage a team that assists Operations personnel with investigating job performance incidents.
• Develop reporting for various service quality trends and collaborates with departments to ensure quality improvement. 
• Responsible for documenting comment life cycle and conducting root cause issue analysis for customer complaints. 
• Compile written summaries and reports regarding problems or concerns discovered through customer comment investigations.
• Train new staff on the comment resolution process and perform quality assurance checks in departments. 
• Assist management personnel with investigating job performance incidents. 
• Manage team engagements with the Security Coordinator on all coach video requests.
• Work with Public Affairs and Legal regarding customer service issues and comments related to Title VI and ADA comments for both fixed route and paratransit.
• Work with the Business Analyst to create the annual Voice of the Customer report.

OTHER FUNCTIONS:

• Develop and implement customer service standards and protocols.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises one or more employees.
• Applies supervisory responsibilities according to organizational policies and applicable laws.
• Interviews, hires, and trains employees; plans, schedules, assigns and directs work; evaluates and manages employee performance; addresses complaints and resolves employee issues.

EDUCATION AND EXPERIENCE

To perform this job successfully, an individual must have the following education and experience.

• Associate’s degree or equivalent course hours with coursework in Business or Social Sciences or related field preferred; may substitute two years of work experience in customer service.
• A minimum of 3 years of supervisory experience in customer service/quality service and working with the general public is required.

 KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below represent the knowledge, skills, and abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Advanced knowledge of methods and techniques for managing customer complaints.
• Experience in generating reports to monitor quality service metrics.
• Proficiency in using a computer and related technology, including proficiency with Microsoft Office, the internet, software applications, and complex spreadsheets and databases.
• Ability to communicate effectively, both orally and written, with individuals and groups regarding corporation policies and procedures, using tact, patience, and courtesy in dealing with angry or upset individuals.
• Knowledge of consensus-building principles and conflict resolution.
• Ability to direct, influence, and motivate others.
• Ability to process and analyze data.
• Above-average mathematical abilities (addition, subtraction, multiplication, division, percentages, ratios, and fractions).
• Above-average decision-making abilities in a time-sensitive environment.
• Ability to prioritize, organize, and manage tasks and time effectively and adjust priorities quickly as circumstances dictate.
• Ability to operate laptops, tablets, two-way communication devices, office equipment, copiers, fax machines, phones, and basic troubleshooting techniques.

PHYSICAL DEMANDS

The physical demands described here represent those an individual must meet to perform the essential functions of this job successfully. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Ability to work in a deadline-oriented office environment.
• Ability to work independently with minimal supervision.
• Ability to remain stationary for long periods and move between departments and facilities throughout the workday.