Sr Mgr Customer Relations & Support

Pay Range:

$86,922.00 - $143,421.00

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Exempt

Professionals:

01 - Official Administrator (EEO-4-United States of America), 1B - Managers and Directors (EEO-SubCategory)

General Summary:

We are seeking a highly motivated and experienced individual to join our team as a Senior Manager of Customer Relations and Support. The ideal candidate will be responsible for leading and managing our customer relations and support team to ensure exceptional customer service and satisfaction. This role requires leadership skills, a customer-centric mindset, and the ability to drive continuous improvement in our customer support processes.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages the daily functions of the Customer Relations and Support team, Lost and Found Center, DARTmart, the agency’s main telephone line, and the Interactive Voice Response (IVR) system to ensure customer concerns are addressed.
• Develop and implement customer relations and support policies and procedures to enhance the overall customer experience.
• Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.
• Collaborate with cross-functional teams to address customer issues and improve service delivery.
• Train and mentor team members to ensure they have the necessary skills to provide exceptional customer support.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer relations and support operations.
• Handle escalated customer complaints and work towards effective resolution in a timely manner.
• Interviews, selects, supervises, develops, evaluates, counsels, and if necessary, terminates subordinate personnel according to established policies, procedures, and guidelines to include
• Equal Employment Opportunity and Affirmative Action (EEO/AA) programs goals and objectives.
• Acts as a resource to and liaison between section and various departments within DART as well as with external contacts.
• Stay up-to-date with industry trends and best practices in customer service to continuously improve service delivery.
• Prepare regular reports on customer relations and support performance and present findings to the Director.
• Drive initiatives to increase customer loyalty and retention through personalized interactions and value-added services.
• Ensures appropriate staffing levels for the Customer Relations and Support team, Lost and
• Found Center, DARTMart, and the agency’s main telephone line, for effective work assignments.
• Develops, submits for approval, and monitors section budget. Takes action to correct variances.
• Participates with mid-year budget review.
• Performs other related duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• Bachelor’s degree from an accredited college or university in Business Administration, Marketing, Communications or related field.
• Four (4) years of progressively responsible experience in a customer service or customer relations role, office, telecommunications, or a related field, to include experience implementing customer service best practices and process improvements, with a record of building and maintaining customer relationships, or related environment, including three (3) years’ experience managing staff in a call center or customer service-related environment.
• Pass a physical (medical) examination that includes a drug screen in order to operate DART nonrevenue vehicles.
• Proficiency of PC software applications to include Microsoft Office, customer service software, CRM and other related software applications.
• Knowledge of budget development/analysis, and operational cost factors.
• Analytical and creative skills to find solutions to complex interpersonal, technical and administrative problems.
• Ability to frequently stand, walk, use hands and fingers, handle or feel, and reach with hands and arms.
• Ability to lift and/or move up to 25 pounds.
• Ability to analyze data to make informed decisions and drive improvements.
• Ability to work under pressure and manage difficult situations with professionalism.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to blend people into teams when needed. Creates strong morale and spirit in his/her team. Fosters open dialogue. Defines success in terms of the whole team. Creates a feeling of belonging in the team.
• Ability to write clearly and succinctly in a variety of communication settings and styles; can get
• messages across that have the desired effect.
• Ability to marshal resources to get things done; uses resources effectively and efficiently; can orchestrate multiple activities at once to accomplish a goal.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions; can see hidden problems.
• Ability to quickly develop technical understanding; is good at learning new industry, company, or technical knowledge.
• Ability to read a situation quickly. Good at focused listening. Can effectively negotiate difficult agreements and settle disputes equitably. Can find common ground and get cooperation with minimum noise.

WORKING CONDITIONS:

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

 

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Open until qualified applicants are identified.