Manager, Customer Relations

Overview

Under the direction of the Executive Director/VP of Customers Relations and Communications, the Manager, Customer Relations (Manager) is responsible for the enhancing the customer experience and promoting a customer care culture both internally and externally, by planning and implementing customer service programs and initiatives. The Manager directly oversees one supervisor and the customer care team, including a call and retail centers.

The Manager, Customer Relations is a member of a critical cross-departmental team that includes communications and marketing.

Responsibilities

Essential Duties and Responsibilities include the following:

• Leads LBT’s Customer Service program to enhance the customer experience and promote Compassion, Accountability, Respect and Empowerment (CARE).
• Manages LBT’s correspondence and strategic communications with customers and stakeholders.
• Conduct research to understand customer needs, preferences, and behavior.
• Monitor customer feedback, identifying areas for improvement and developing implementation plan to improve customer satisfaction.
• Implement production, productivity, quality, and customer-service standards.
• Manages the Customer Call Center, Downtown Retail Center and LBT’s lost and found program.
• Promotes a culture of customer CARE both internally and externally through presentations, training, coaching and mentoring.
• Works across LBT’s departments like marketing, communications, operation to ensure alignment and smooth customer experience.
• Keeps well informed on the agency’s service area, its demographics, diversity, development, challenges and community events.
• Develops processes and procedures for customer service.
• Coordinates production of all fare media including monthly passes, tickets and coupons
• Complies with all safety regulations as stated in LBT’s safety program, and reports safety related accidents, incidents and unsafe work conditions; attends safety training programs as required.
• Ensures that each level of supervision and all employees are made aware of the elements of the safety program, and that those elements are implemented.
• Assures that proper training is being provided, and that employees are working in a safe manner.
• Collaborate with technology and data teams to integrate customer service data and analytics for continuous improvement.
• Develop and oversee a customer feedback system to collect, analyze, and act upon customer insights.
• Coordinate with human resources to implement employee engagement programs aimed at enhancing customer service skills.
• Lead initiatives focused on digital transformation to improve customer service delivery through technology (e.g., real-time tracking, customer feedback platform, digital loyalty programs).
• Help to define, track and establish clear, measurable targets for relevant Key Performance Indicators (KPIs) to achieve top-tier customer satisfaction.
• Other duties as assigned.

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

The requirements listed are representative of the knowledge, skill, experience, and/or ability required or in those specifically designated, is preferred. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

ATTRIBUTES AND SKILL SETS:

• Customer-centric approach with a focus on delivering exceptional service
• Excellent interpersonal skills, including public speaking, writing and diplomacy.
• An empathetic listener that demonstrates accountability, courtesy, respect and professionalism,
• Actively seeks solutions to enhance the customer experience.
• Demonstrated experience managing customer service programs.
• Ability to develop strategic customer communications, including responding to feedback and communicating change.
• A self-starter with the ability to manage multiple projects and deadline and work independently, sometimes with minimal direction.
• Ability to effectively manage people and projects.
• A visionary leader with demonstrated abilities to enhance the customer experience.
• A track record of implementing successful customer care programs and initiatives.
• Flexible, adaptable and agile with the ability to shift work or focus based on situation
• Proficiency with computers, including Microsoft Office products (Outlook, Word, Excel, PowerPoint, etc.).
• Strong problem-solving skills and the ability to think critically.
• Knowledge of digital customer service tools and CRM systems.
• Experience with data analysis and using customer insights to drive improvements.
• Ability to lead and manage change within an organization.
• Understanding of public transportation systems and their unique customer service challenges.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree in business, communication or a related field and five years of relevant experience is required. Additional education (such as a Master’s degree) can be substituted for experience.

• Demonstrated experience in supervising personnel, managing CRM programs and promoting customer care.
• Experience in and knowledge of building relationships with diverse populations.
• Project management experience and associated procedures is highly desired.
• Strong interpersonal and presentation skills.
• Customer service management experience is required, including retail, hospitality, call center or similar.
• Public speaking and presentation experience is highly desired.
• Certifications in customer service management or project management (e.g., PMP, Six Sigma) are preferred.
• Experience with digital transformation initiatives is a plus.
• A valid Class C California driver’s license.

Application

Apply online at www.ridelbt.com/careers  Online applications must include past work history and be fully completed to be considered. Resumes will not be accepted in lieu of a complete online application.

Candidate must be eligible to work in the United States. Long Beach Transit does not sponsor H-1B or other related work visas.

Salary Structure:

Hiring range:  $111,697 - $154,212 per year (DOQ), with excellent fringe benefits. Submit resume, APPLY ONLINE,  (DMV record printout within 30 Days UPON REQUEST).

Compensation packages are determined based on a variety of factors specific to each candidate, including geographic location, skillset, the mix of relevant education, certifications, experience level, and performance. At Long Beach Transit, compensation decisions are made considering the unique requirements and circumstances of each position. 

     Equal Opportunity Employer

Successful candidate must pass agency physical, drug and alcohol examinations.

Long Beach Transit, 1963 E. Anaheim St., Long Beach, CA 90813

This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.

Salary : $111,697 - $154,212