Customer Service Manager, Bicycle Transit Systems

Posted by Bicycle Transit Systems on December 08, 2014

Bicycle Transit Systems (Bike Transit) aims to be the global leader in bike share system implementation and operation. Leveraging over 25 years combined experience of our staff in sustainable transportation, Bike Transit brings a new approach to the planning, implementation and operation of bike share systems.

In partnership with the City of Philadelphia, Bike Transit will be launching the Philadelphia Bike Share system in Spring 2015 with 60 stations and 600 bikes. System expansion is anticipated. Our mission is to make bike share a healthy, easy, accessible and enjoyable way to get around Philadelphia.

Under the guidance of the General Manager, the Customer Service Manager will be responsible for managing implementation and continuous improvement of the Philadelphia Bike Share customer service call center. In particular, the Customer Service Manager will lead development of customer service policies and standard operating procedures, and recruitment, hiring and training of call center staff. The successful applicant will be a compassionate, customer-oriented, organized manager and leader with strong technical, written and verbal communication skills. Experience managing a call center, and an interest in bike share are desired.

Duties and Responsibilities:

• Work closely with Bicycle Transit System’s leadership team to assist with the creation and documentation of customer service policies and procedures.
• Lead the hiring, training, scheduling and management of a small customer service team.
• Ensure timely fulfillment of new memberships and resolution of customer issues, both by phone and email.
• Work collaboratively with the Marketing and Operations teams to ensure adherence to consistent customer policies and communications.
• Measure and report on key customer service metrics.
• Prepare weekly performance reports.
• Assist in the creation of monthly reports.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree preferred.
• Experience establishing a new call center preferred.
• 5 years related experience with at least 2 years of supervisory experience in a call center environment.
• 3 years of successful experience hiring and training employees.
• Excellent written and verbal communication skills.
• Excellent organization skills and ability to meet deadlines.
• Strong computer skills.
• Background and understanding of call center technology.
• Ability to work a flexible schedule.
• Self-starter and problem solver.
• Entrepreneurial spirit, ability to come up with new ideas, and thrive in a flexible and constantly changing environment.
• Interest in bike share a plus.

http://www.idealist.org/view/job/TJdjTgfCgJNp/