Job description

Qualifications
POSITION POSTED UNTIL A VIABLE POOL OF CANDIDATES HAS BEEN ESTABLISHED
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE
Bachelor’s degree in Business Management, Business Administration, Technology or a related discipline. Six years of directly related progressively responsible job experience in a customer service function. Three of the six years of required experience should be at a Supervisor level, preferably in a high-volume telephone customer information/assistance operation. Familiarity with the technical aspects of call center operations, equipment and software desired. Experience in planning and implementing customer service initiative and knowledge of transportation services and operating policies and procedures within MARTA desired. Excellent telephone skills and verbal communication skills required. Analytical and problem-solving skills are required. Personal computer skills required. Directly related experience may be substituted for education on a year-for-year basis.

Basic Functions

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Manages, plans and coordinates day-to-day activities for the Office of Customer Services to include Customer Information Center, Customer Service Center and Breeze card account investigations, Customer Service Social Media, Reduced Fare Eligibility and Lost and Found.
2. Develops, implements and maintains policies, processes and procedures to maximize organizational efficiency of the branch and security of fare media.
3. Coordinates activities with other departments and external agencies.
4. Develops and implements technology upgrades to streamline processes, improve organizational efficiencies and meet performance goals (trip itinerary planning, customer relationship management systems, reporting and recording systems, Reduced Fare and Mobility Breeze card databases, telephone, recording and reporting systems).
5. Prepares and develops internal/external communication to resolve MARTA customer’s complaints and concerns by telephone, social media, written correspondence and/or in person. Ensures that responses and feedback are provided in a timely and courteous manner.
6. Provides executive management with reports on customer concerns that allow for more effective planning and formulation of customer service issues.
7. Maintains and monitors breeze card accounts and activities through computerized application interface. Ensures that financial processes and procedures adhere with applicable guidelines, policies and procedures.
8. Reconciles and provides Reduced Fare and Mobility Breeze card data for audits.
9. Serves as the primary contact for the business unit during FTA triannual reviews and site visits.
10. Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES
Responsible for the supervision of the Supervisor of Customer Information Center, Customer Information Center Operator, Customer Information Representative, Supervisor of Customer Service Center, Customer Care Representatives, Customer Care Specialist, Senior Customer Service Social Media Specialist, and Customer Service Social Media Specialist.
Special Requirements

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Classification
Exempt

Number of Openings:
1
Reports To
DIR CUSTOMER SERVICES

Salary Range
$71,166-$106,748
Salary Grade
00020

Work Hours
37.5
Work Days
Posting Type
Both Internal and External

Job Type: Full-time

Pay: $71,166.00 - $106,748.00 per year

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 6 years (Required)

Work Location: One location

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