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WorkSource Oregon Customer Service Manager in SALEM, Oregon

JOB SUMMARY: Under the general direction of the Director of Communication, the Customer Service Manager plans, directs, and coordinates the operations of the Customer Service Department, including the ADA Eligibility Office, the Travel Training Program, and the Travel Ambassadors Program. This individual supervises the personnel involved in each of these programs and provides the appropriate managerial and logistical support each of these programs requires. Additionally, the Customer Service Manager is a member of the District's Senior Leadership Management Team and serves as the back-up public information officer for the District. ESSENTIAL JOB FUNCTIONS: Lead and manage the customer service team, including seven customer service representatives, one travel trainer, two transit hosts, and the Eligibility Office with two contracted employees Plan, assign, and monitor work tasks for optimum team efficiency Identify and address development and training needs of staff; develop staff training programs and reference manuals Formulate and implement customer service policies and procedures; provide training, coaching, and counseling to ensure staff meet the highest standards of customer service and adhere to all agency policies Determine customer service requirements through surveys, focus groups and benchmarking best practices Collate and analyze data to identify strategies for improvement of service and productivity Resolve escalated customer service issues Develop departmental budget and control costs Oversee the contracts for the Eligibility Assessment Office and the Transit Ambassador Program; produce monthly and quarterly reports for the applicable contracts Project manage the district-wide Quality Assurance Initiative Handle customer inquiries and resolves customer problems Manage the daily opening, closing, and fiscal reconciliation procedures to assure proper documentation of the daily revenues and receipts reported to the Finance Division Provide assistance and support to the Director of Communication as needed by working on special projects or committee assignments REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS: Extensive knowledge of customer service techniques and procedures Extensive knowledge of security procedures for cash and materials having monetary value Considerable knowledge of ADA laws, regulations, policies, standards and procedures related to transportation services Considerable knowledge of administrative and supervisory practices Considerable knowledge of techniques used to assist passengers requiring special mobility needs during transportation Considerable knowledge of safety-related principles and practices utilized in paratransit operations Excellent communication skills and the ability to anticipate the needs of customers Ability to communicate effectively before groups Ability to work cooperatively with others, be respectful of co-workers, promote teamwork Ability to collect, analyze, and interpret data and recommend sound policies and practices based on that data Ability to monitor budget expenditures and make recommendations for cost savings

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