Customer Service Director

The Customer Service Director is responsible for overseeing the Customer Service Department and all aspects of customer care across the District.

 

Education Requirements

A Bachelor’s degree in Communication, English, Public Administration, Transportation or a related filed is required; including a broad course work background.

Experience Requirements

A minimum of five years of experience in a public agency and/or experience in a communications position within a service environment. Experience managing personnel is preferred. Possess, or have the ability to obtain within 12 months, an Illinois CDL Class B with a passenger endorsement.

Responsibilities

Essential functions of the position include, but are not limited to: 

  • Identify opportunities to enhance MTD’s customer-driven focus through new initiatives and reimagining of current programs
  • Manage the Customer Service Office at the Administrations & Operations Facility through the supervision of Office Supervisors and Information Assistants via work assignments, scheduling, work review, and annual performance evaluations
  • Manage the Customer Support Specialist and support the response and logging of customer feedback
  • Represent MTD at annual community events and public hearings
  • Identify and develop new and ongoing programs to enhance customer service inside and outside of the District
  • Serve as the Management Representative for MTD2071, MTD’s Quality and Environmental Management System, and maintain ISO 9001:2015 Certification
  • Oversee the maintenance of customer databases
  • Coordinate across departments to ensure continuity of messages and identify strategic marketing and communications directions
  • Coordinate with the Marketing Manager to manage MTD’s social media including original content, responding to customer inquiry and comments, and dispensing both planned and unplanned information

Other Information

MTD offers a competitive salary with excellent benefits including:

  • Comprehensive Health Insurance – Prescription, Vision and Dental
  • Flexible Spending Account
  • Life Insurance
  • Paid Vacation
  • IMRF defined benefit pension plan
  • 457(b) deferred compensation plan

Submit cover letter, resume and application to Beth Brunk, Executive Assistant at hiring@mtd.org. 

Closing date May 3, 2019 at 5:00p (CST)

 

As with all MTD positions, candidates for this position must pass a drug test. The MTD is an Equal Opportunity Employer. Apply for position at Champaign-Urbana Mass Transit District, 1101 East University Avenue in Urbana. No phone inquiries please.