Manager, Metro Mobility Customer Service
: Job Details :

WHO WE ARE

This position is eligible for a hybrid (both remote and onsite) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metropolitan Transportation Services conducts planning for the regional transportation system that includes highways, transit, aviation, freight, and bicycle and pedestrian connections. The Metropolitan Council is the region's federally designated Metropolitan Planning Organization. MTS also provides direct transit service through contracts or partnerships with counties to deliver four major programs: Metro Mobility/ADA, Transit Link dial-a-ride, contracted regular-route bus service, and Metro Vanpool.

How your work would contribute to our organization and the Twin Cities region:

The Manager, Metro Mobility Customer Service manages and administers the customer service function and staffing of the Metro Mobility Customer Service Center (MMSC) call center and on-site services. They also serve as the primary contact for MTS and Metropolitan Council in educating, researching, responding to, and resolving customer inquiries and concerns about Metro Mobility services. This position not only provides oversight to the Metro Mobility service center, but also identifies and integrates customer experience strategies to ensure that each touchpoint across the customer journey is engaging, efficient, and effective.

What you would do in this job

* Manage and administer internal- and external-facing customer service functions and business processes performed by the Metro Mobility Customer Service Center.

* Collaborate with other Metropolitan Council departments and divisions; contracted service providers; and subject matter experts to lead, support, create, execute, and manage a customer experience roadmap and strategic plan that brings all functional areas to the table to create/optimize a unified customer experience for Metro Mobility customers.

* Recruit, select, develop, counsel, discipline, and evaluate performance of employees using established policies and procedures.

* Ensure compliance with the ADA as it applies to para-transit service.

* Investigate and resolve customer service issues that are difficult, high profile, or involve the safety of vulnerable people.

* Provide support to the Council and other members of governing bodies managing Metro Mobility issues, including the Governor's Office and the Office of the Attorney General, by drafting responses to customer letters, participating in customer forums, and/or providing information to inquiries.

* Administer the ADA para-transit certification program, assuring Council compliance with the ADA guidelines.

* Provide oversight of travel instruction programs.

* Direct the planning and coordination of Metro Mobility communications, including newsletters, special mailings, and the riders guide.

* Coordinate efforts with Metro Transit to ensure smooth operation of coupon sales.

What education and experience are required for this job (minimum qualifications)

Any of the following combinations in completed education (degree field of study in business administration, human resources, transportation, human services, communications, or related field) and experience (in a para-transit and/or customer service-related field):

* High school diploma/GED with nine years of experience including two years of supervisory/lead experience

* Associate degree with seven years of experience including two years of supervisory/lead experience

* Bachelor's degree with five years of experience including two years of supervisory/lead experience

* Master's degree with three years of experience including two years of supervisory/lead experience

What additional skills and experience would be helpful in this job (desired qualifications):

* Three or more years of experience providing customer service that is primarily focused on the disability community

* Experience acting as a staff liaison and/or presenter to a public committee

* Experience working with Trapeze software

* Experience receiving, investigating, and resolving ADA-related complaints

* Experience administering performance reviews and disciplinary actions in a union environment

* Experience developing and implementing employee recognition/retention procedures

* Experience interacting with elected officials, appointed Council Members, and/or similar decisionmakers

What knowledge, skills, and abilities you should have:

* Knowledge of ADA and the MN State Special Transportation Services (STS), Vulnerable Adult Law (VAL), and Data Privacy Act requirements and operating standards.

* Knowledge of principles and practices of supervision, staff development, and coaching including training, directing, and evaluating subordinate staff.

* Basic skill in Word, Excel, email, and internet research.

* Ability to read and interpret documents, such as ADA para-transit rules, operating policies, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or clients.

* Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts of basic algebra and geometry.

* Skill and persuasion when working with others inside and outside of the department, including influencing, instructing, and negotiating with individuals to gain their understanding, cooperation and action.

* Ability to promote an equitable, positive and respectful work environment that values cultural and diversity among all employees.

What you can expect from us:

* We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

* We encourage our employees to develop their skills through on-site training and tuition reimbursement.

* We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us!

Additional information

Union/Grade: MANA Grade I

FLSA Status: Exempt

Safety Sensitive: No

What your work environment would be:

You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

* We review your minimum qualifications.

* We rate your education and experience.

* We conduct a structured panel interview.

* We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires accommodation during the selection process, ...@metc.state.mn.us.