WORK SCHEDULE: Monday thru Friday, 8:00 a.m. to 4:30 p.m.
PAY GRADE: 19
Supervises and monitors the performance of the Customer Service Representatives (CSRs), the Front Desk Clerk, Marketing Specialist, Bus Advertising Sales Rep,and the Lead Supervisor of Customer Service to insure accurate and effective dissemination of PSTA transit information.
Oversees compliance of employees with established PSTA Policies and Procedures, such as safe keeping of PSTA funds and property, personnel practices, security, ticket sales and appropriate record keeping.
Sells and coordinates the Bus Advertising revenue generating program. Account Executive for clients and potential clients, which includes providing media kits, pricing and display information. Coordinates with third-party vendors and Maintenance for quality control and the timely installation and removal of advertising. Maintains an up-to-date inventory of postings.
Conducts initial and on-going customer relations training for (CSRs), Bus Operators and other PSTA staff.
Develop and conduct customized training programs for other PSTA staff members.
Develops policies and procedures to ensure efficient operation of customer relations unit.
Makes presentations to inform the public how to use the PSTA system; promotes new programs to increase ridership.
Plans and/or works side-by-side with other departments on internal and special events to promote good public relations, such as such as retreats, family days, driver appreciation, special luncheons, etc.
Meets with Union to resolve labor relations problems and participates in labor negotiations.
Oversees the customer relations program including communicating, researching and responding to customer complaints/compliments by telephone, written correspondence and in person; resolves problems to improve customer relations.
Participates and provides input on behalf of marketing and customer service on major projects such as the real time project and concrete replacement.
Develops and coordinates internal employee focused events.
Reports to work as an “essential employee” in emergency situations or disasters, acts of nature or major incidents.
Required Education : Bachelor’s degree in management, business administration, marketing or relevant field of study.
Required Experience : Five (5) years of progressively responsible experience in a customer service or public relations function with at least five (5) years experience in a supervisory capacity.
Preferred Experience : Union relations experience; experience developing and implementing training programs; conflict resolution experience; sales experience; call center management experience; public speaking experience; business writing experience (advertising copy, reports, articles, letters).
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge : Principles and techniques of supervision, digital photography, Microsoft Office Suite, PowerPoint, Excel, Word, web development software, business telephone systems; effective office procedures.
Skilled In : Conflict resolution; basic mathematical computations.
Abilities : Make sound decisions, speak and write clearly and effectively; establish and maintain effective working relationships.