Customer Service Manager

Job Summary

The Customer Service Manager is responsible for providing first line supervision in the daily operations of the Customer Service Department. Work involves planning, coordinating, and supervising the customer service call center and service counter operations. Assists with coordination, implementation, tracking, and reporting of pass sales programs. Work involves day to day contact with transit system users and the general public. Staff supervised operate seven days per week.  Incumbent is part of the STA management team to analyze and discuss operational issues.

Ideal Candidate Profile

  • Call Center Management Experience
  • Customer Service Experience
  • Ability to Successfully Work Independently (Self Starter)
  • Union/Labor Experience
  • Comfortable Making Decisions and Asking Questions
  • Interested in Transit

Our Benefits

In addition to the career opportunity, a competitive salary, and Spokane’s many recreational activities, we offer an excellent benefits package which includes:

  • Annual salary of $75,839 – $101,630 depending on qualifications
    • Up to $3,000 in sign-on bonuses available
    • PPO Medical Plans (Vision coverage included)
    • Premera Blue Cross – Your Choice 250 Heritage Plus Plan
    • Kaiser Permanente CDHP PPO Plan
    • HMO Medical Plans (Vision coverage included)
    • Kaiser Permanente Medical Core Plan
    • Kaiser Permanente Medical Core Buy-Up Plan
    • Delta Dental PPO Plan
    • WA State Public Employee’s Retirement System (PERS)
    • PERS 2 or PERS 3
    • Deferred Compensation/457 plan
    • Health Reimbursement Arrangement (HRA) employer contribution of $50/month
    • Employer Paid Basic life ($50,000), AD&D ($50,000) and long-term disability insurance
    • Pet Insurance
    • AFLAC Supplemental Insurance
    • Vacation Accrual Schedule (paid)
    • 0-4 years of continuous service – 2 weeks per year
    • 5-9 years of continuous service – 3 weeks per year
    • 10-14 years of continuous service – 4 weeks per year
    • 15+ years of continuous service – 5 weeks per year
    • Sick Leave Full-time employees –  96 hours per year maximum
    • .0462 hours earned per hour in paid status 8 hours per month maximum
    • 7 Paid Holidays
    • 4 Floating Holidays
    • Free bus passes for employee and dependents
    • Onsite workout facility
    • KEPRO Employee Assistance Program
    • Flexible schedule (9/80) available after completion of probationary period
    • For more detailed information on benefits click here

Examples of Duties

  • Responsible for day-to-day customer service operations to assure the agency meets/exceeds its customer service quality performance objectives.
  • Supervises Customer Service Representatives conducting customer service and call center activities at the Plaza. Monitors and evaluates the performance of Customer Service Representatives including regular screening of customer phone calls. Makes appropriate recommendations with respect to commendations, promotions, and disciplinary actions.
  • Supervises the day-to-day sales of passes, fare instruments, and cash handling activities. Supervises the preparation and maintenance of revenue receipts. Manages the daily and monthly accounting of all revenue received and inventory of passes.
  • Manages the sales process to ensure accuracy and efficiency. Manages the purchase and maintenance of computer or technical equipment for the department. Implements customer service techniques and supporting computer systems. Handles service issues from customers, business groups or organizations.
  • Prepares justification for department staffing levels. Assists in department hiring, makes recommendations for discipline. Researches and prepares information for contract negotiations. May participate in labor management meetings, contract negotiations, and grievance arbitrations, as necessary. Promotes positive and collaborative labor management relations.

Education and Experience

Training & Experience
A Bachelor’s degree from an accredited college or university and three to five years of professional work experience in the development and implementation of customer service strategies and programs including two years at the supervisory level. Cash handling experience preferred. Additional qualifying experience may be substituted for the education requirement on a year for year basis.
Physical Requirements
The physical activity of the position requires the ability to hear, see and talk. Must be able to lift 20-40 pounds. The sensory requirements of the position include visual acuity to monitor plaza operations and currency transactions and the ability to receive and convey detailed information through verbal communication. Duties are sedentary in nature and performed under normal office environmental conditions.
Computer Skills
Must be proficient in Microsoft Office (Word, Excel, Outlook, etc.)

Interested in Applying?

Qualified individuals are strongly encouraged to apply using the link below. Please submit a Cover Letter and Resume as an attachment in order to receive consideration. If you have any questions, please contact David Cooper, HR Specialist, at [email protected] This position is open until filled.

Spokane Transit is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, disability, ethnicity/race, national origin, religion, gender, gender identity, sexual orientation or veteran status.

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