Director of Customer Services

Job Description:

Director of Customer Services

Description

Marketing Statement

Ride BART to a satisfying career that lets you both: 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits, and employment stability. BART is looking for people who like to be challenged, work in a fast-paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.

Job Summary

Pay Rate

$159,361.00 /annually - $241,433.00/annually (Non-Represented Pay Band 12)

Initial salary is negotiable between $200,000.00 - $225,000.00 , commensurate with experience and education.

Reports To
Assistant General Manager, External Affairs - R. Lee

Current Assignment

Under general direction, this position plans, directs, manages, and oversees the activities, operations and staffing of the Customer Services Department, including the customer service and transit information centers; coordinates assigned activities with other departments and outside agencies; and provides highly responsible and complex administrative support to the Assistant General Manager of External Affairs, and performs related duties as assigned.

Selection Process

Applications will be screened to assure that minimum qualifications are met. Those applicants who meet minimum qualifications will then be referred to the hiring department for the completion of further selection processes.

The selection process for this position may include a skills/performance demonstration, a written examination, and a panel and/or individual interview.

The successful candidate must have an employment history demonstrating reliability and dependability; provide copies of certificates, diplomas or other documents as required by law, including those establishing his/her right to work in the U. S; pass a pre-employment medical examination which may include a drug and alcohol screen, and which is specific to the essential job functions and requirements. Pre-employment processing will also include a background check. (Does not apply to current full-time District employees unless specific job requires additional evaluations).

Examples of Duties

Assumes full management responsibility for all departmental services and activities including administration of all customer services functions; recommends and administers policies and procedures.

Manages the development and implementation of departmental goals, objectives, policies, and priorities for each assigned service area.

Establishes, within District policy, appropriate service, and staffing levels; monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources accordingly.

Plans, directs, and coordinates, through subordinate level staff, the customer service Department's work plan; assigns projects and programmatic areas of responsibility; reviews and evaluates work methods and procedures; meets with key staff to identify and resolve problems.

Assesses and monitors workload, administrative and support systems, and internal reporting relationships; identifies opportunities for improvement; directs and implements changes.

Manages the retail ticket delivery system; coordinates computer related modifications and upgrades with appropriate staff; ensures compliance with all District financial and operational control procedures.

Oversees staff and activities of customer service facilities including the Transit Information Center, Company Store, Customer Service Center, and Customer Complaint Center; ensures all operations are conducted in accordance with District policy and guidelines.

Creates and implements customer education programs and campaigns.

Coordinates and creates customer outreach programs to inform the community of the Districts operations, goals, and objectives.

Monitors developments and legislation related to assigned areas of responsibility; evaluates impact upon District operations; recommends and implements policy and procedural improvements.

Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures.

Oversees and participates in the development and administration of the department budget; reviews, revises, and writes complex financial and data reports; approves the forecast of funds needed for staffing, equipment, materials, and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary.

Explains, justifies, and defends department programs, policies, and activities; negotiates and resolves sensitive and controversial issues.

Represents the Customer Services Department to other departments, elected officials, and outside agencies; coordinates assigned activities with those of other departments and outside agencies and organizations.

Provides staff assistance to the Assistant General Manager of External Affairs; participates on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence.

Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of customer service quality.

Responds to and resolves difficult and sensitive citizen inquiries and complaints.

Minimum Qualifications

Education:
A Bachelor’s degree in business administration, public administration or a related field from an accredited college or university.

Experience:
Seven (7) years of (full-time equivalent) verifiable professional customer service program administration experience which must have included at least (3) three years of management responsibility.

Substitution:
Additional professional experience as outlined above may be substituted for the education on a year-for-year basis. A college degree is preferred.

Knowledge and Skills

Knowledge of:

• Operations of a comprehensive transportation customer service program including ticketing services.
• Principles and practices of customer service program administration.
• Methods and techniques of effective customer complaint resolution.
• Principles and practices of a computerized ticketing system operation.
• Principles of marketing.
• Methods and techniques of evaluating and providing quality customer service.
• Retail sales principles and practices.
• Methods and techniques of procuring services and materials.
• Methods and techniques of financial and statistical analysis.
• Principles and practices of policy development and administration.
• Principles and practices of budget preparation and administration.
• Principles of supervision, training, and performance evaluation.
• Related Federal, State, and local laws, codes, and regulations.

Skill in:

• Managing and administering a comprehensive customer service program.
• Ensuring delivery of quality customer service to District clients.
• Developing and administering departmental goals, objectives, and procedures.
• Analyzing and assessing policies and operational needs and making appropriate adjustments.
• Identifying and responding to sensitive community and organizational issues, concerns, and needs.
• Planning, organizing, directing, and coordinating the work of lower-level staff.
• Delegating authority and responsibility.
• Selecting, supervising, training, and evaluating staff.
• Researching, analyzing, and evaluating new service delivery methods and techniques.
• Preparing clear and concise administrative and financial reports.
• Preparing and administering large and complex budgets.
• Interpreting and applying applicable Federal, State, and local policies, laws and
• regulations.
• Communicating clearly and concisely, both orally and in writing.
• Establishing and maintaining effective working relationships with those contacted in the course of work.

Equal Employment Opportunity GroupBox1

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.

The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov .

Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov/jobs .

The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification.

Highlights

• Medical Coverage (or $350/month if opted out)
• Dental Coverage
• Vision Insurance (Basic and Enhanced Plans Available)
• Retirement Plan through the CA Public Employees’ Retirement System (CalPERS)
  • 2% @ 55 (Classic Members)
  • 2% @ 62 (PEPRA Members)
  • 3% at 50 (Safety Members - Classic)
  • 2.7% @ 57 (Safety Members - PEPRA)
  • Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)

Money Purchase Pension Plan (in-lieu of participating in Social Security tax)

• 6.65% employer contribution up to annual maximum of $1,868.65

Deferred Compensation & Roth 457 Sick Leave Accruals (12 days per year) Vacation Accruals (3-6 weeks based on time worked w/ the District) Holidays: 9 observed holidays and 5 floating holidays Life Insurance w/ ability to obtain additional coverage Accidental Death and Dismemberment (AD&D) Insurance Survivor Benefits through BART Short-Term Disability Insurance Long-Term Disability Insurance Flexible Spending Accounts: Health and Dependent Care Commuter Benefits Free BART Passes for BART employees and eligible family members.

Closing Date/Time: Continuous

Salary:

$185,624.00 - $281,222.00 Annually