Job Openings
Customer Care Manager
SUMMARY
The Customer Care Manager is responsible for planning, directing, and overseeing the daily operations of the Customer Care Call Center for both Fixed Route, Microtransit and
Paratransit services. This role leads and trains customer service staff, develops and implements customer service training programs for new hires and existing employees, and
ensures service excellence across all customer interactions. The Customer Care Manager also coordinates activities with internal departments and external agencies, provides high-level administrative support aligned with the mission of BJCTA, and performs related duties as assigned.
ESSENTIAL JOB FUNCTIONS
- Schedules employees’ work hours to conform to the needs of the department for efficiency and effectiveness, including maintaining attendance/time, holiday and vacation schedules.
- Receives and inputs all customer comments; disseminates to the proper departments for investigation.
- Supervise, coach, and evaluate team leads, call center agents, and Customer Service Ambassadors.
- Create and maintain work schedules, ensuring proper coverage during vacations and rotating weekends.
- Conduct staff meetings, performance evaluations, and coaching sessions to support employee growth.
- Develop and implement customer service training programs for new hires and existing staff. Provide ongoing coaching on communication, time management, and soft skills.
- Coordinate training with departments including Operations, IT, and Safety
- Oversee the Paratransit reservation system (Ecolane), ensuring accurate bookings and scheduling.
- Monitor call volume, response times, and service quality for both divisions.
- Ensure cash handling and ticket sale procedures are followed at all locations.
- Work closely with IT to address system or software issues affecting daily operations
- Handle escalated complaints and ensure timely, professional resolution.
- Implement quality assurance tools such as Secret Rider evaluations.
- Collect and review customer feedback to drive service improvements. Customer Care Manager.
- Support customer-focused events and engagement initiatives.
- Lead programs and initiatives including the Transit Ambassador Program, Para Transit Task Force, and Micro Transit outreach efforts.
- Coordinate community events like BRTreat, Central Market collaborations, and appreciation days.
- Partner with departments across the organization to execute special projects and service improvements.
- Prepare monthly activity and performance reports for leadership and the Board.
- Track and analyze service data, call metrics, and customer trends.
- Communicate updates and policy changes to the team.
- Support compliance with ADA requirements and organizational service standards.
- Organize community outreach and resource events for riders.
- Build partnerships with local organizations to expand community engagement.
- Serve as a liaison between riders and management to ensure the rider voice is represented.
MINIMUM QUALIFICATIONS
- Knowledge of the city and the ability to read city maps. General knowledge of public information and public relations techniques.
- General knowledge of the operation of a multi-line telephone system.
- Ability to type 40 WPM and use Microsoft Office (MS Word, Excel, PowerPoint) and other standard office equipment.
- Ability to learn new technology in the performance of essential job duties, as required.
- Ability to communicate effectively with the public by telephone and in person, projecting a friendly voice while communicating with customers and/or visitor by telephone or in person.
- Ability to establish and maintain harmonious working relationships with others.
- Displays a positive attitude and composure.
- Wear appropriate clothing and attire consistent with position for a professional appearance that represents BJCTA.
- Dependable, self-motivated, and professional person.
- Ability to perform a variety of tasks and the flexibility to change.
EDUCATION
Bachelor’s degree in Business Administration, Marketing, Communications, Public Administration, or a related field from an accredited college or university preferred.
Candidates with an Associate degree and three (3) or more years of full-time verifiable experience in customer service program administration, including at least three (3) years in a supervisory or management role, are encouraged to apply.
A combination of education and directly related professional experience may be considered in place of the degree requirement on a year-for-year basis
KNOWLEDGE, SKILLS AND ABILITIES
- Overseeing and participating in the management of a comprehensive customer services and customer outreach program.
- Participating in the development and administration of departmental goals, objectives and procedures.
- Overseeing, directing and coordinating the work of lower level staff.
- Selecting, supervising, training and evaluating staff.
- Researching, analyzing and evaluating new service delivery methods and techniques.
- Designing and utilizing computerized databases.
- Preparing clear and concise administrative and financial reports.
- Preparing and administering large program 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.
- Oversight of telephone information center operations.
- Operational characteristics, services and activities of a comprehensive customer service and customer outreach program.
- Principles and practices of interpersonal customer relationships.
- Principles and practices of program development and administration.
- Methods and techniques of cash handling and inventory control.
- Methods and techniques of evaluating market research.
- Principles and practices of budget preparation and administration.
- Principles of supervision, training and performance evaluation
LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, ability to compute rates and percents and the ability to raw and interpret bar graphs from data.
REASONING ABILITY
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
PHYSICAL DEMANDS
The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, which may require maintaining physical condition necessary for sitting for prolonged periods of time.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
AMERICANS WITH DISABILITIES ACT
If you are a qualified individual with a disability, you have a right to request that the BJCTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions.
EEO – EQUAL OPPORTUNITY EMPLOYER M/F/D/V
The Birmingham-Jefferson County Transit Authority is an equal opportunity employer and does not discriminate on the basis of race, sex, age, color, religion, national origin, marital status, veteran’s status, disability status, sexual orientation or any other basis prohibited by ederal, state, or local law.
TESTING
Applicants for this position may be administered a skills and knowledge test.
Receipt by BJCTA of a verified negative drug test result and/or negative breath alcohol test result (<0.02 BAC) is required prior to employment. A verified positive drug and/or alcohol test will disqualify an applicant from employment.
E-VERIFY
BJCTA E-Verifies.
BJCTA is a Drug Free/Smoke Free Workplace and an Equal Opportunity Employer.
Department: Customer Experience
Class: Administration
Reports to: Sr. Director of Customer Experience
FLSA Status: Exempt