Sr Mgr Customer Relations & Support

Overview

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.

• Manage 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 toward effective resolution in a timely manner.
• Interview, select, supervise, develop, evaluate, counsel, and, if necessary, terminate subordinate personnel according to established policies, procedures, and guidelines, including EEO/AA programs goals and objectives.
• Act as a resource to and liaison between the 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.
• Ensure appropriate staffing levels for the Customer Relations and Support team, Lost and Found Center, DARTMart, and the agency’s main telephone line to enable effective work assignments.
• Develop, submit for approval, and monitor the section budget. Take action to correct variances and participate in the mid‑year budget review.
• Perform other related duties as assigned.

• Bachelor’s degree from an accredited college or university in Business Administration, Marketing, Communications or a related field.
• Four (4) years of progressively responsible experience in a customer service or customer relations role, office, telecommunications, or a related field, including experience implementing customer service best practices and process improvements, with a record of building and maintaining customer relationships, or a related environment, including three (3) years of 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 non‑revenue vehicles.
• Proficiency with PC software applications, including Microsoft Office, customer service software, CRM and other related 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, create strong morale and spirit in the team, foster open dialogue, and define success in terms…