Customer Service/Business Development Manager

Greater Portland Metro is seeking a dynamic and proactive Customer Service and Business Development Manager to lead our client engagement efforts and drive strategic growth. In this pivotal role, you will combine exceptional customer relationship management with innovative business development initiatives to expand our market presence and grow Metro ridership. This position supervises customer service staff, performs sales, reconciles cashflow, and responds to customer inquiries. The Customer Service/Business Development Manager also backfills customer service representative shifts as needed.

Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation of Metro’s customer service operations. Carries out managerial responsibilities including; selecting/hiring new employees, training, scheduling, assigning and directing work.
  • Supports customer service employees by handling escalated complaints and account issues. Coaches staff on customer service techniques. Fills in as needed for scheduled and unexpected vacancies.
  • Oversees Metro’s fare automated system, including; adding users and setting appropriate permission levels, creating pass programs, a monitoring system for errors/anomalies. Works with fare collection vendor to update fare policy.
  • Manages supply and inventory of fare media smartcards and passes.
  • Trains internal and external stakeholders on all aspects of the fare collection system. Including partner agencies, institutional partners, business account users, customer service staff and riders.
  • Reconciles daily sales transactions and deposits regularly, accurately, and in a timely manner. Works closely with the Finance Department to ensure strict compliance with financial policies and procedures.
  • Generates various periodic reports on sales and fare system usage. Creates ad hoc reports as needed. Analyze customer trends and activity to provide suggestions for improvements.
  • Support the Director of Transit Development and Director of Government Affairs & Community Engagement on business development as it pertains to fare passes and programs.
  • Identifies and cultivates new institutional and business pass programs to expand access and increase ridership.
  • Develops tailored partnership proposals and negotiates agreements with schools, universities, employers, and local organizations.
  • Works with third-party vendors that administer our InComm network, ensuring the program is operating as intended, and providing trainings and support as needed.
  • Other Duties as assigned.

Minimum Qualifications:

  • Associate’s Degree or better in business, public administration or related field, supervisory and documented customer service training, or demonstrated equivalent experience.
  • Minimum 3 years of supervisory experience in customer service, sales, or transit operations.
  • Strong understanding and experience performing financial procedures including cash handling, reconciliation, and reporting.
  • Demonstrated experience in business development.
  • Proficient in Microsoft Office and customer service POS systems.
  • Passion for public service and promoting sustainable transportation.
  • Critical thinking and ability to solve problems.

Job Type: Full-time, Exempt, Non-Union

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance

Education:

  • Associate (Preferred)

Experience:

  • Customer Service, Sales, or Transit supervisory experience: 3 years (Required)
  • Financial cash handling, reconciliations, and reporting experience: 3 years (Required)

Ability to Commute:

  • Portland, ME 04101 (Required)

Work Location: In person

HOW TO APPLY:

Apply online through our Employment Opportunities portal (preferred)
Complete our fillable Job Application electronically or hard copy and send completed form to Human Resources:

Email: HR@gpmetro.org

Fax: 207-774-6241

Mail: 114 Valley St., Portland, ME 04102