Manager, Customer Relations

Overview

Thank you for your interest in working for Long Beach Transit. We are hiring, and all LBT job applications must be submitted online through our career’s website.

Long Beach Transit (LBT) is dedicated to connecting communities and moving people making everyday life better. Our vision is to be a leading provider of transportation options delivering innovative and high-performing services within a multi-modal network that transforms the social, environmental and economic well-being of the diverse communities we serve.

As an organization we focus our employees on our vision to:

• Consider the customer first in decision making by being of service to others
• Operate with Integrity-especially when no one is watching
• Be open to new ideas and Continuous Improvement – seek ways to improve current processes
• Be Proactive - take personal ownership especially when things go wrong.
• Cultivate the Potential of each and every employee – we must strengthen LBT through development and training

Under the direction of the Executive Director/VP of Customers Relations and Communications, the Manager, Customer Relations (Manager) is responsible for the enhancing the customer experience and promoting a customer care culture both internally and externally, by planning and implementing customer service programs and initiatives. The Manager directly oversees one supervisor and the customer care team, including a call and retail centers.

The Manager, Customer Relations is a member of a critical cross-departmental team that includes communications and marketing.

• Leds LBT’s Customer Service program to enhance the customer experience and promote Compassion, Accountability, Respect and Empowerment (CARE).
• Manages LBT’s correspondence and strategic communications with customers and stakeholders.
• Conduct research to understand customer needs, preferences, and behavior.
• Monitor customer feedback, identifying areas for improvement and developing implementation plan to improve customer satisfaction.
• Implement production, productivity, quality, and customer-service standards.
• Manages the Customer Call Center, Downtown Retail Center and LBT’s lost and found program.
• Promotes a culture of customer CARE both internally and externally through presentations, training, coaching and mentoring.
• Works across LBT’s departments like marketing, communications, operation to ensure alignment and smooth customer experience.
• Keeps well informed on the agency’s service area, its demographics, diversity, development, challenges and community events.
• Develops processes and procedures for customer service.
• Coordinates production of all fare media including monthly passes, tickets and coupons
• Complies with all safety regulations as stated in LBT’s safety program, and reports safety related accidents, incidents and unsafe work conditions; attends safety training programs as required.
• Ensures that each level of supervision and all employees are made aware of the elements of the safety program, and that those elements are implemented.
• Assures that proper training is being provided, and that employees are working in a safe manner.
• Collaborate with technology and data teams to integrate customer service data and analytics for continuous improvement.
• Develop and oversee a customer feedback system to collect, analyze, and act upon customer insights.
• Coordinate with human resources to implement employee engagement programs aimed at enhancing customer service skills.
• Lead initiatives focused on digital transformation to improve customer service delivery through technology (e.g., real-time tracking, customer feedback platform, digital loyalty programs).
• Help to define, track and establish clear, measurable targets for relevant Key Performance Indicators (KPIs) to achieve top-tier customer satisfaction.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed are representative of the knowledge, skill, experience, and/or ability required or in those specifically designated, is preferred. Reasonable accommodation may be made to enable qualified individuals…