Manager Customer Service & Communications
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1 EMPLOYMENT OPPORTUNITY ANNOUNCEMENT Manager Customer Service & Communications NICTD intends to hire a pro-active and enthusiastic Manager Customer Service & Communications who will lead and supervise all aspects of the South Shore Line s customer service and communications functions. Working in tandem with the South Shore Line s operating staff at the Michigan City Operations Control Center, this person will ensure that South Shore Line passengers and other stakeholders receive timely and accurate service delivery information from multiple communication portals. He or she will increase rider satisfaction through the development and implementation of reliable and passenger focused communication and customer service mediums. Duties and Responsibilities: - Performs all duties with a pro-active focus towards passenger and customer concerns for high quality service and safety. - Manages and improves the South Shore Line s methods of timely communicating with its passengers, media outlets and other stakeholders about service delays, disruptions, and changes in service. - Manages and improves the South Shore Line s response to service related complaints, concerns and inquires. - Trains and supervises employees within the Passenger Communications Office to ensure compliance with performance standards. Takes corrective actions when appropriate. - Serves as one of several key persons responsible for the implementation and improvement of the Incident Control Plan. Serves as the primary point of contact with the Transportation Department in the development of the communication responses during service disruptions or other operational contingencies. Anticipates and pro-actively plans in advance with the Transportation Department and others for effective communication and customer service responses relating to expected seasonal and scheduled service challenges. - Maintains real-time pro-active focus on passenger loadings so that trains and equipment are aligned with anticipated and actual passenger service levels and demands. 1
2 - Supervises and improves content delivered with the alert system, website postings, station announcements, and station signage. This includes the development of concise, informative, and timely messages that keep passengers and others timely informed. - Maintains a shared database of customer service compliments, suggestions, and complaints from MySouthShoreLine website and other , letter, or phone sources. Keeps senior management informed of responses to same. - Works closely with marketing staff and outside marketing firm to ensure effective and coordinated communications. - Improves, standardizes, and publicizes the processes for handling customer service inquiries such as group ticketing, lost and found, complaints, commendations, first-time rider questions, and other passenger concerns. - Performs other duties as assigned. Rides trains in a regular basis. The above task list is not exclusive. Duties may be amended, deleted, or added at the discretion of the Deputy Treasurer. Minimum Qualifications: - Bachelor s Degree or more than three (3) years full time experience for a medium to large size enterprise in one or more of the following areas: hospitality management, business, customer communication, or other customer relations focused education or work. - Demonstrated high level proficiency in the use of Microsoft Office. Knowledge of proper grammar, punctuation, and spelling. Fluency in English is essential. - High technological aptitude; Adept at learning and adapting to new and changing social media, website platforms, and other communication technology platforms. - Able to work with a broad and diverse spectrum of persons in highly stressful situations. - Flexible to address and assist in responses to unexpected service interruptions. - Consistently maintains focus on the anticipation of customer needs. 2
3 - Demonstrated crisis communication proficiency. Able to maintain a calm disposition during periods of high stress. - Exceptional organizational skills, keen attention to detail, ability to multi-task and prioritize, and collaborative work style. - Supervisory skills are a plus. - Comfortable in public settings and in the presence of news media. - Ability to multi-task among competing short term priorities while maintaining a professional and pleasant disposition. Additional Requirements: - Must pass all required assessments. - Must pass a background screening which may include a credit report. - Must pass a post-offer medical examination, including drug and physical capabilities tests. - Must possess a valid driver s license. Supervision: The position reports to the Chief Financial Officer. Salary and Benefits: The starting salary is expected to range between $55,000 and $65,000 and will be set with consideration to budget, experience, and education. Paid vacation, life insurance, limited free travel on NICTD trains for self and family, supplemental pension plan, and medical/dental health benefits are provided. The position is subject to pension benefits and contribution obligations administered by the Railroad Retirement Board. Details are available during the interview process. Relocation benefits may be available for eligible candidates. Physical Demands: The position requires the employee to frequently remain seated, use computer hardware and software, use hands to type and sign documents, read documents, listen, and talk. There is frequent use of hands to prepare reports and sign documents. Vision requirements include close vision and ability to adjust focus. The employee is occasionally required to lift and/or move 3
4 up to twenty-five (25) pounds. May be required to maintain concentration for extensive periods of time while working on large or complex issues. Must be able to travel using personal vehicle (expenses reimbursed) to attend local meetings. Must be able to travel overnight up to approximately ten (10) days per year to attend education and professional development obligations. Reasonable accommodations will be considered if presented. Position Schedule: The anticipated normal work hours are during the daytime, Monday through Friday. Evening and weekend work may be needed to address operational, training, or supervisory responsibilities. Hours may need to be adjusted from time to time to address planned and unexpected service issues or high demands for customer service responses. Code of Conduct Statement: NICTD is committed to maintaining the highest standard of conduct for providing a safe source of public transportation. NICTD job positions are challenging and rewarding. Competitive pay and benefits are provided in a high performance culture that recognizes and values your contributions and helps you reach your career goals. How To Apply: Submit a written resume outlining education, training, experience, and work history. The mail or hand-delivery address is: Manager Customer Service and Communications Opportunity Attn: Director HR&LR NICTD 601 N. Roeske Avenue Michigan City, IN The delivery address is: bjarne.henderson@nictd.com. Your resume must be received no later than 5 p.m. on May 12, Late letters and/or resumes will not be accepted. Phone calls and walk-ins requesting consideration or expressing interest are not accepted. The District assumes no responsibility for late or undelivered materials. Persons who desire to assure delivery of their request for consideration are encouraged to hand deliver their materials or send them by certified mail. All submittals received are acknowledged by reply 4
5 within forty-eight (48) hours of receipt. The District reserves the option to end the candidate search process prior to May 12, Apply early to ensure consideration. Contact Bjarne Henderson, Director of Human Resources & Labor Relations, at (219) , ext 223, if you have questions about this opportunity or notice. NICTD is an Equal Opportunity Employer 5
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