Manager of Customer Services

Ride BART to a satisfying career that lets you both: 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits and employment stability. BART is looking for people who like to be challenged, work in a fast paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.

Department

Customer Services

Pay and Benefits

BART offers comprehensive compensation and benefits programs. Benefits include CalPERS pension; excellent medical (effective January 1, 2023 current employee cost $160.96 monthly for most plans), vision, and dental coverage; supplemental insurances; paid holidays and vacation; as well as two investment programs, one of which is entirely funded by BART. BART does not participate in Social Security. Complimentary BART passes for employee and qualifying dependents.

Pay Rate

AFSCME Payband H

Minimum: $135,397.73/year - Maximum: $176,016.91/year

Starting negotiable salary will be between $135,397.73 to $155,707.32. Salary will be conmmesurate with experience

Posted Date

November 6, 2023

Closing Date

November 17, 2023

Reports To

Director of Customer Services

Days Off

Saturday and Sunday

Who May Apply

All current BART employees and qualified individuals who are not yet BART employees.

Current Assignment

The incumbent selected for this position will have management responsibility for all activities and operations of the BART Customer Services Center and BART Transit Information Call Center; will collaborate with regional organizations; coordinate assigned activities with other departments and outside agencies; provide highly responsible and complex reports and administrative support to the Director of Customer Services, and perform related duties as assigned. The ideal candidate will demonstrate the following:
Knowledge of and management experience with operations, services and activities of a comprehensive in person customer service center, customer service call center and customer outreach programs. Knowledge of and management experience with operational characteristics, services and activities of a retail sales environment and point of sale systems, including e-commerce on-line store and fulfillment operations. Knowledge of and management experience with cash handling, balance sheets, inventory control, and preparation, or oversight, of accurate daily, weekly and/or monthly financial and cash handling reports. Experience managing, training and scheduling staff and contractors in a union environment. Knowledge of the principles and practices of interpersonal customer relationship management, including experience with a customer relationship management (CRM) system/application. Experience with development and administration of annual budgets and forecasting of funds needed for staffing, equipment, materials and supplies and approving expenditures. Knowledge of the principles and practices of procurement and contract administration Appropriately handling escalated customer service case work and escalated customer interactions in person, on calls and in writing, exercising tact, diplomacy and discretion. Ability to multitask in a multi-function, multi-program and multi-application environments Verifiable experience in retail, banking, or similar environment, which includes supervisory and administrative responsibility
**This position requires a supplemental questionnaire. See Note section.**

Essential Job Functions

Assumes management responsibility for assigned services and activities of the Customer Services Division, including oversight of the Customer Services Supervisor and activities performed by subordinates relative to merchandise and Clipper/fare card sales at the Lake Merritt Customer Services Center and the District's e-commerce store. Provides oversight for the implementation of outreach and promotional programs that provide information about BART, the District's e-commerce store, Clipper, fares, and other programs. Oversees efficiency of Transit Information Center, works with Customer Services Supervisor, and stays abreast of technological improvements in the field of telecommunications. Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; recommends, within departmental policy, appropriate service and staffing levels. Plans, directs, coordinates, and reviews the work plan for assigned staff; assigns work activities, projects, and programs; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems. Assumes responsibility for cash handling, balancing and inventory control of revenue, Clipper cards, Company Store and e-commerce store items, and other items in the Customer Services Center. Provides oversight of point of sale (POS) system and preparation; ensures accuracy of daily, weekly, and/or monthly financial and cash handling reports. Oversees and approves procurement plans for obtaining merchandise inventory, professional services, equipment and other goods; guides subordinate staff to create RFP's, designs selection process, adheres to schedule, and brings contract award through the District's approval process. Coordinates customer outreach efforts with other marketing promotions, new service changes, and other District initiatives. Monitors developments, technology, and new techniques related to assigned area of responsibility; evaluates impact upon customer service, service delivery, and district image. Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures. Oversees and participates in the development and administration of the division's annual budget; participates in the forecast of funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures; implements adjustments. Serves as liaison for the Customer Services Division to other divisions, departments, and outside agencies; negotiates and resolves sensitive and controversial issues; and provides regional leadership on subject matters that require regional coordination. Participates on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence. Represents the Director of Customer Services and oversees all areas of the Department, including the oversight of case handling in the customer relationship management (CRM) system and data reporting, when the Director is away from the District

Minimum Qualifications

Education: A Bachelor's degree in marketing, communications, business administration, public administration, or a closely related field from an accredited college or university.

Experience: The equivalent of five (5) years of full-time professional customer services program administration experience, which must have included two (2) years of supervisory responsibility.

Substitution: Additional professional experience as outlined above may be substituted for the education on a year-for-year basis. A college degree is preferred.

Knowledge of:

• Operational characteristics, services and activities of a comprehensive customer service and customer outreach program.
• Operational characteristics, services, and activities of a retail and e-commerce sales environment
• Operational characteristics of point-of-sale systems
• Operational characteristics of telephone information/call center operations.
• Principles and practices of interpersonal customer relationships.
• Principles and practices of program development and administration.
• Principles and practices of contract administration.
• Methods and techniques of cash handling, inventory control and balance sheet reporting.
• Methods and techniques of managing employees in a Union setting.
• Methods and techniques of complex statistical and financial analysis and reporting. Methods and techniques of evaluating market research.
• Principles and practices of budget preparation and administration.
• Principles of supervision, training and performance evaluation.
• Related Federal, State and local laws, codes and regulations.

Skill in:

• Overseeing and participating in the management of a comprehensive customer services and customer outreach program.
• Participating in the development and administration of division 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.
• Overseeing the operation of point-of-sale systems
• 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.

Selection Process

This position is represented by American Federation of State, County, and Municipal Employees (AFSCME). Applications will be screened to assure that minimum qualifications are met. Those applicants who meet minimum qualifications will then be referred to the hiring department for the completion of further selection processes.

The selection process for this position may include a skills/performance demonstration, a written examination, and/or an individual or panel interview.

The successful candidate must have an employment history demonstrating reliability and dependability; provide copies of certificates, diplomas or other documents as required by law, including those establishing his/her right to work in the U. S.; pass a pre-employment medical examination which includes a drug and alcohol screen, and which is specific to the essential job functions and requirements. Pre-employment processing will also include a background check. (Does not apply to current full-time District employees unless specific job requires additional evaluations)

The selection process for this position will be in accordance with the applicable collective bargaining agreement.

Application Process

External applicants may only apply online, at www.bart.gov/jobs. Applicants needing assistance with the online application process may receive additional information by calling (510) 464-6112.

Current employees are strongly encouraged to apply online, either at www.bart.gov/jobs, or on WebBART. Current employees may also apply using a BART paper application by delivering the completed form to the Human Resources Department, or by mailing it to P. O. Box 12688, Oakland, CA 94604-2688.

All applicants are asked to complete the application in full, indicating dates of employment, all positions held, hours worked, and a full description of duties. On line applicants are invited to electronically attach a resume to the application form to provide supplemental information, but should not consider the resume a substitute for the application form itself.

Applications must be complete by the closing date and time listed on the job announcement.

**This position requires a supplemental questionnaire. See Note section.**

Equal Employment Opportunity

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.

The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov .

Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov/jobs.

Other Information

Please be prepared to present documentation in support of any required licenses, degrees, or certifications upon request.

Please note that any job announcement may be canceled at any time.

Note

**This position requires a supplemental questionnaire**

INSTRUCTIONS:

The purpose of this Supplemental Questionnaire is to obtain job-related information needed to identify the most-qualified applicants in the selection process for this position. Clarity and completeness of answers are factors that may be considered in the evaluation process. Omitted information cannot be considered or assumed. Completion of this material is a required part of the selection process. Please do not respond to these questions by indicating "see resume." Please be sure to include your name and the job you are applying for on your Supplemental Questionnaire. The Supplementa Questoinnaire must be submitted to your application as either a Word document or PDF. Candidates who do not properly complete the Supplemental Questionnaire will no longer be under consideration for this position. Please note that all applications and Supplemental Questionnaires must be received on or before the closing date of this posting.
Please describe your experience in managing or overseeing a customer services, retail and/or ecommerce sales environment, and include your experience with POS, call center/call routing, CRM, inventory control systems and/or ecommerce applications or systems in your current or previous positions. You MUST include your specific job title, employer, and dates of employment. "SEE RESUME" IS NOT AN ACCEPTABLE ANSWER and may disqualify you from moving forward in the selection process. Please describe your experience with business/merchandise procurement / purchasing processes, including working with systems/applications and vendors/distributors in your current or previous positions. You MUST include your specific job title, employer, and dates of employment. "SEE RESUME" IS NOT AN ACCEPTABLE ANSWER and may disqualify you from moving forward in the selection process. Please describe your experience with producing and analyzing business financial and data reports, what your role was and which applications you used to create those reports and track the data, including the positions and employers where you used and created data and financial reports.You MUST include your specific job title, employer, and dates of employment. "SEE RESUME" IS NOT AN ACCEPTABLE ANSWER and may disqualify you from moving forward in the selection process.
When you have successfully applied for this position you will receive an auto reply e-mail acknowledging that your application was received for this position. Please retain a copy of the e-mail for your records. If you receive an auto reply that does not specifically reference this position, please email Employment Help at employment@bart.gov for assistance.

To verify submission of your application, click on the 'My Career Tools' link at the top of the 'Careers Home Page' after submitting your application to view the list of applications you have submitted (including application date and status). If you have further questions, please email the Employment Help at employment@bart.gov , between the hours of 8:15am - 5:00pm, Monday- Friday.