POSITION ANNOUNCEMENT CUSTOMER RELATIONS SUPERVISOR Agency Background Information The San Joaquin Regional Rail Commission manages the Altamont Corridor Express (ACE) passenger rail service in Northern California between the Central Valley and Silicon Valley. The ACE service consists of four weekday round-trips operated during the commute period. The tracks are owned primarily by Union Pacific Railroad, with a short segment owned by the Peninsula Joint Powers Board in the vicinity of San Jose. The Rail Commission s Operating Budget for 2013/2014 totals just over $18 Million and the Capital Program has ranged between $20 Million and $50 Million annually. The Rail Commission has 40 employees and contracts with a third party contractor to provide the rail operation and maintenance of equipment. POSITION PROPOSED SALARY RANGE OVERVIEW STATUS Customer Relations Supervisor $25 - $35 PER HOUR ($52,000 - $72,800 ANNUALLY) Manages the daily operation, budgeting and staffing for customer service and onboard passenger services for the Altamont Corridor Express (ACE) rail service and the San Joaquin Regional Rail Commission (SJRRC). Non-Exempt Position Description With direction from the Manager of Public Affairs and Community Relations, the Customer Relations Supervisor is responsible for several aspects of the Strategic Development and Communications department, including customer service and passenger services. Customer Service The agency s customer service team includes ticket sellers and front office staff. Customer service also includes the Special Groups program, with a team member who coordinates group travel on the train. As the first line of contact for most existing and potential ACE passengers, this team greets customers in person, on the phone, and by the internet, offering trip planning assistance, emergency announcements, and general information. The customer service program is engaged whenever the Cabral Station lobby is open to the public, which is currently 4:00 AM to 9:00 PM Monday through Friday. Passenger Services The passenger services team includes those employees who are generally onboard each ACE train for the purpose of offering trip assistance, enforcing safety protocols, payment of fares and passenger conduct policies, and acting as the pipeline of information between the agency and the customers.
Position Duties Ensure appropriate and timely responses to customer feedback and complaints Coordinate customer satisfaction surveys Recommend and implement actions based on survey input Plan and coordinate employee work flow; ensure proper coverage of customer service positions both in the office and onboard the trains Ensure proper internal communications Prepare and adhere to budgets Write and implement various action plans Interpret policies and procedures Promote public relations programs to internal/external customers Directly manage a staff of 13: including the Customer Service Lead, Passenger Services Lead, and 11 representatives Conduct meetings and make written and verbal presentations Analyze the varies programs and policies and make recommendation for improvement. Minimum Qualifications Education and Experience Candidates must possess an Associate of Arts/Science degree in business, management or related field. A Bachelor of Arts or Bachelor of Science is desirable. 5 7 years of increasingly responsible relevant experience, 3 of which in a supervisory role. Knowledge of Candidate will have a proficient knowledge of: Project management and project delivery Effective people management strategies Efficient time management and identifying priorities Customer service best practices Working toward goals and objectives Budgeting for multiple projects Identifying proper English and grammar based on a given audience Building and cultivating a teamwork atmosphere Cash handling best practices Database applications for tracking customer requests, suggestions, complaints Candidate will have a general knowledge of: Innovative and creative outreach strategies and partnerships Customer service survey techniques Geography area of the service corridors Ability to Communicate clearly, properly, and effectively to various and diverse audiences both orally and in writing
Establish and maintain cooperative working relationships Maintain records associated with procurements, contracting, and finances Make informed, collaborative, and appropriate decisions on behalf of the department Problem solve Encourage and mentor employees to perform above and beyond expected goals and objectives Empathize with customers while maintaining a culture of adherence to agency policies and procedures Measure and report program results and modify when necessary Lead people in an environment of change Other Requirements Valid California Class C driver s license Familiarity with general office equipment Irregular work hours Frequent driving within the service corridors Physical and Mental Requirements MOBILITY Frequent operation of keyboards, sitting for extended periods of time, standing for long periods, walking, pushing/pulling, bending, squatting, driving, climbing stairs or other objects; occasional crawling; LIFTING Frequently 5 30 pounds or less; occasionally 30 70 pounds; occasionally restraining, lifting/turning heavy objects; VISION Frequent reading and close-up work; normal hand eye coordination; DEXTERITY normal dexterity with frequent writing and repetitive motion; HEARING/TALKING Frequent hearing and talking on the telephone and in person; EMOTIONAL/PSYCHOLOGICAL Frequent public contact and decision making; SPECIAL CONDITIONS may be exposed to dust and varied outdoor conditions; may require occasional overtime, weekend or evening work. Benefits Package GENERAL BENEFITS Choice of PPO or HMO plans. 100% employee coverage, 70% dependent coverage Vision, dental, and life insurance programs Agency contribution equivalent of 15% of employee s base salary to a defined contribution plan (401(a)); five-year vesting program. Sick leave accrued at 12 days per year Vacation leave accrued starting at 10 days per year 10 observed holidays Floating holidays accrued at four days per year Optional deferred compensation program (457)
To Apply Submit the following: Completed SJRRC application Letter of Introduction outlining how your interest and experience matches the position Current resume Responses to supplemental questions (next page) Interested applicants must submit all of the preceding in order to be considered for employment by email to acejobs@acerail.com, fax to (209) 944-6245, in person, or mail to: San Joaquin Regional Rail Commission Attn: Human Resources 949 East Channel Street Stockton, CA 95202 Applications can be downloaded from the ACE website or picked up at the above address. SJRRC is an Equal Opportunity Employer. For more information about SJRRC and ACE, visit www.acerail.com.
CUSTOMER RELATIONS SUPERVISOR SUPPLEMENTAL QUESTIONS Responses to these questions must be submitted along with each candidate s application, cover letter, and resume in order to be considered for the position. Responses may be submitted directly on this sheet or as a separate page. 1. Describe your most rewarding experience as a supervisor. 2. Describe your most challenging experience as a supervisor. 3. What is your experience proposing and implementing changes to company procedures or policy based upon customer feedback?