Job Title: Customer Service Manager
Department: Administration
Status: Full-Time/Exempt
Reports To: Chief Administrative Officer/Interim Chief Operating Officer
Location: Chattanooga, Tennessee
Company: CARTA (Chattanooga Area Regional Transportation Authority)
Summary:
The Customer Service Manager is responsible for overseeing the daily operations of CARTA’s customer service and call center functions, with a focus on delivering exceptional service to both the general public and the ADA community. This leadership role ensures efficient call handling, accurate scheduling of demand response and paratransit (Care-A-Van) services, and compliance with ADA and transportation guidelines. The manager will mentor, supervise, and support call center representatives while fostering a professional, customer-focused environment.
Essential Duties and Responsibilities:
Other duties may be assigned to align with the goals and objectives of CARTA.
Leadership & Supervision
- Manage and lead a team of call center representatives.
- Monitor performance and provide training, coaching, and feedback.
- Schedule and allocate staffing based on call volume and service needs.
- Foster a positive, collaborative, and professional work environment.
Customer Service Oversight
- Ensure high-quality customer service is consistently delivered to all riders.
- Handle escalated customer issues and resolve complaints in a timely, professional manner.
- Oversee the use of ACD (Automatic Call Distributor) phone systems and call scripts.
- Monitor call volume and efficiency, ensuring timely and courteous service.
- Manage the customer database to ensure federal compliance regarding ADA requirements.
Scheduling Management
- Supervise the scheduling of CARTA’s demand response and paratransit services.
- Ensure booking accuracy, minimize trip routing errors, and maintain high service standards.
- Coordinate with scheduling and dispatch staff to optimize operations.
Compliance & Reporting
- Ensure ADA paratransit eligibility verification processes are followed.
- Maintain compliance with all federal, state, and local transportation regulations.
- Generate reports on call metrics, customer satisfaction, and service efficiency.
- Maintain and audit customer records and service logs for accuracy and completeness.
Collaboration & Coordination
- Work closely with the Director of Paratransit Services and other departments to meet service goals.
- Participate in cross-functional planning to improve rider experience and operational efficiency.
- Assist with the development and implementation of policies and procedures.
Qualifications:
Education:
- Bachelor’s degree required; a concentration in Business Administration, Communications, or related field preferred.
Experience:
- Minimum of 5 years in a supervisory or managerial role required; customer service management is preferred.
- Experience in call center management, public transportation, or ADA-related services is highly desirable.
Skills:
- Strong leadership, communication, and interpersonal skills.
- In-depth knowledge of the Chattanooga and Hamilton County service area.
- Proficiency in Microsoft Office and customer service management tools.
- Ability to analyze data and make informed operational decisions.
- High level of organization, accuracy, and attention to detail.
- Ability to multitask in a high-pressure environment and adapt to changing priorities.
Job Type: Full-time (Exempt)
Pay: $75,000.00 -$85,000.00
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person