Customer Experience Manager

Hampton Roads Transit

Norfolk (VA)

On-site

USD 80,000 - 104,000

Full time

14 days+

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Job summary

Hampton Roads Transit in Norfolk, VA seeks a dynamic manager to oversee all customer service functions across the Call Center and Transit Centers, ensuring professional, accurate, and timely rider information. You will develop policies, monitor performance, and supervise staff to deliver exceptional service.

The role requires a four-year degree in business or related field and significant customer service or public relations experience.

Qualifications

Graduation from an accredited four-year college with a degree in business, marketing, community/public relations, or combination of education and required experience listed below.
Significant experience in the customer service or public relations fields.
Possess a valid Driver’s License; Virginia license required within 60 days if out-of-state.

Responsibilities

Provides overall management for all customer service functions.
Develops and implements policies and procedures for the Call Center and Transit Centers.
Oversees the customer complaint process to ensure complaints are documented, processed and closed.
Analyzes Call Center performance metrics and develops reports.
Tracks timesheets and accrued time of department personnel.
Prepares reports on established data requirements.
Oversees the sale of fare media and ensures practices are in compliance with procedures.
Ensures customer service staff are recruited and trained to provide professional information.
Coordinates programs with other departments to ensure high quality service.
Prepares and administers training materials for staff.
Develops performance metrics to evaluate the customer service function.