Customer Service and Business Development Manager

Are you a dynamic leader with a passion for public service and people-focused growth? Greater Portland Metro is looking for a Customer Service/Business Development Manager to lead our union represented customer service team and drive ridership through smart, strategic partner ships.

In this high-impact role, you will oversee the Customer Service function and will be responsible for growing Metro ridership by promotion, implementation and coordination of transit pass programs with businesses and institutions. This position supervises customer service staff, performing sales, reconciling cashflow, and responding to customer inquiries. The Customer Service/Business Development Manager also backfills customer service representative shifts as needed.

This is a Monday – Thursday schedule with 10 hour working days

14 days PTO at time of hire

13 paid holidays

Free parking

Weekly cellphone reimbursement

MINIMUM QUALIFICATIONS

Experience:

Minimum 3 years of supervisory experience in customer service, sales or transit operations.
Demonstrated experience in business development.
Strong understanding of financial procedures including cash handling, reconciliation, and reporting.
Excellent interpersonal, communication, and leadership skills.
Proficient in Microsoft Office and customer service POS systems.
Passion for public service and promoting sustainable transportation.
Critical thinking and ability to solve problems.

Education: Associate’s Degree or better in business, public administration or related field, supervisory and documented customer service training, or demonstrated equivalent experience.

REPRESENTATIVE DUTIES

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 GP 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; 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 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.
Collaborates with marketing and outreach teams to promote group pass programs and other initiatives.
Works with third-party vendors that administer our In COMM network, ensuring the program is operating as intended, and providing trainings and support as needed.
Other Duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS AND APTITUDES

Working knowledge and experience using automated point of sale systems.
Experience supervising customer service staff with cashiering functions.
Experience managing business account relationships and providing customer service to those accounts.
Experience creating reports from electronic system and using electronic worksheets and databases.
Understanding of fiscal security and proper cash handling procedures.
Demonstrated ability to communicate effectively with customers.
Experience training staff and end-users on use of automated systems.
Maintain positive working relationships with staff, vendors, customers, and the public.
Ability to influence potential customers by use of sales techniques.
Ability to work collaboratively as part of a team.
Ability to prioritize projects and tasks and complete work efficiently to meet deadlines.
Must have a valid driver’s license and be able to operate a motor vehicle safely.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

· Work in a general office environment with moderate noise and multiple interruptions

· Ability to operate stand office equipment; computers, phones, calculators, copy machines

· Continuous and repetitive arm, hand, and eye movement

· Ability to sit and/or stand or work in a stationary position for considerable periods

· May work extended hours including limited nights/weekends

· Occasional standing, walking, crouching, kneeling, pulling, and pushing

· Occasional lifting and carrying objects up to 50lbs.

Why GP Metro?

We’re more than a transit system – we’re a community connector. Join a mission-driven organization helping shape the future of public transportation in Greater Portland.

Apply today and help us move Maine forward – one rider, one route, one partnership at a time.

Job Type: Full-time

Pay: $70,338.00 – $74,621.00 per year

Benefits: