Customer Service Manager (Project Management)

Develop and implement the organization's overall customer service program. Recommend and implement authorized customer service policies and procedures and develop and implement customer service programs. Prepare and present service presentations to community organizations. Represent at government task force meetings and community events as needed. Review and research customer complaints and concerns. Daily trouble shooting customer issues that require immediate resolution with Operations management and staff. Follow up to communicate findings of complaint investigations with customers and implement resolutions. Manage distribution of marketing materials. Participate in the development of all forms of customer information media. Develop and implement customer service training programs and conduct or monitor related training for others within the organization. Ensure safe and comfortable facilities for use by customers. Coordinate programs to provide customer amenities including shelters, benches, bus stop locations, signs and the distribution of transit guides, schedules and service brochures. Determine the amenity requirements of locations and requisition and follow up to ensure the proper placement of amenities. Maintain customer service statistics and prepare any range of related periodic or special statistical reports and narratives related to customer service functions and effectiveness. Implement and monitor the results of customer satisfaction surveys. Analyze results and recommend procedural changes to be implemented to address areas of concern.Provide resources, counseling and coaching to assist in improving employee performance. Manage the organization's compliance with the Americans with Disabilities Act related to services provided. Manage customer certification process and ensure that programs are in compliance.