SALARY: $91,041.60 – $107,099.20

LOCATION: 1600 McKinley Ave, Columbus, OH 43222

BENEFITS:

Medical, Vision, Dental, Supplemental and Life Insurance
Paid Parental Leave
Employee Discounts
COTA Bus Pass
Wellness Initiatives
On-Site Chair Massage
On-Site Health Coach
Tuition Reimbursement
Student Loan Repayment Program
Public Pension through OPERS & Ohio Deferred Compensation

POSITION SUMMARY:

COTA's Manager, Customer Care performs highly responsible professional and supervisory work plans. The position is responsible for the customer experience through managing call center and quality care. The position will ensure adequate staffing levels and set KPI's aligned with organization goals for both areas.

Performs other duties in alignment with the COTA Strategic Plan and in support of the organization's vision to Move Every Life Forward.

ESSENTIAL JOB FUNCTIONS:

Plans, directs, and coordinates all customer care related activities/initiatives, including supervising, training, evaluating, and monitoring hours worked and performance of department staff.
Ensures that current and accurate transit information pertaining to route information, special services, transit technology and community events are provided to the public through phone, social media, E-mail, or U.S. mail.
Oversees the Contact Management Process: ensures contacts are accurate, reviewed in a timely manner, accurate internal responses are reviewed and follow up to customers/stakeholders in a timely manner. Responds to President/CEO and Deputy CEO customer contacts.
Provides call center and quality care department/divisional trend reports to Leadership Team by analyzing data. Gathers data and handles analytics (or supervise those who do) and makes recommendations based on those results. Works with owners of data so information can be properly addressed.
Assist with increasing internal awareness of the customer experience.
Create a positive work environment by appraising employees and creating department/individual incentives/events.
Lead and support positive relationships with Transit Workers Union (TWU) leadership; directs/administers progressive discipline progress.
Acts as a liaison for TWU and department staff to provide information on customer and employee related issues.
Act as a liaison to management for ADA & ATAC customer care issues; handles all escalated calls received by Customer Care Specialist.
Manage COTA Lost & Found to develop procedures, ensure processes are followed and every effort is made to return articles to their proper owner or return to community organization i.e., Columbus Public Library, Columbus City Schools or donate unclaimed items to 501c (3) organizations.
Regular, predictable, and punctual attendance required; and
Performs other duties as assigned.
Develops strategic short- and long-term department plans and specialized training that coincide with organization goals.
Negotiates and enforces union contract and customer care policy and procedures.
Develops and presents call center and quality service reports for COTA stakeholders
Directs and provides leadership for their staff. Hires, train, develops, and appraises staff effectively. Ensures the organization meets its EEO responsibilities by assisting in identifying problem areas, participating in local minority organization, participating in review of complaints alleging discrimination, and supporting career counseling for employees. Takes corrective action as necessary, on a timely basis, and in accordance with policy.

MINIMUM EDUCATION & EXPERIENCE REQUIRED:

Requires a bachelor's degree in Business Administration, Communications, or a related field and six (6) years of management experience in a quality care and customer service environment; knowledge of labor relations and labor contract negotiations and administration preferred. An equivalent combination of education, training and experience will also be considered.

COTA is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on job needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, age, genetic information, gender identity, national origin, veteran or disability status.

Job Posted by ApplicantPro