8 days old

Director of Customer Relations

Norfolk, Virginia 23504
  • Job Type
  • Job Status
    Full Time

Position:               Director of Customer Relations

Department:        Customer Relations

Reports:               Chief Planning and Development Officer

Salary Range:      $83,408 - $108,431



Provides leadership, vision and guidance for all Customer Service operations. The Director of Customer Relations is a leader, public servant and role model who drives superior customer service and continuous improvement of customer experiences. Key areas under the Director’s oversight include small call center management, transit centers, lobby areas, fare media sales, handling customer inquiries, disseminating schedule and service information, special events support, business continuity, customer communications, distribution of schedules and administration of HRT’s ID card program. The Director ensures the promotion of accurate and positive communications about programs and services to increase awareness and support for public transit among customers, communities, and nonprofit, private and public organizations.


Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned)

  • Provides overall leadership and oversight for the Customer Service functions at HRT.

  • Manages ongoing development and implementation of department goals, objectives, policies and priorities; establishes appropriate services, staffing levels, and resource allocations.

  • Leads management team prioritizing work assignments, conducting performance evaluations, ensuring workforce development at all levels, and making hiring, termination and disciplinary recommendations and decisions.

  • Works proactively to identify and pursue opportunities for improving service delivery methods and support procedures Ensure business continuity during service outages.

  • Director level oversight of call center performance to include call quality, service level, average speed of answer and hold times.

  • Maintains up-to-date awareness of industry trends and best practices.

  • Manages and resolves complex issues.

  • Serves as top level Customer Service liaison with internal and external stakeholders, including customers and the public-at-large, and other departments including but not limited to Planning, Operations, Safety and Security, Finance and Human Resources.

  • Facilitate customer and community input and increase agency responsiveness.

  • Develops monthly reports, department budgets; monitors and forecasts expenditures; prepares solicitations and evaluates bids.

  • Provides quantitative and qualitative information and analysis and makes strategic policy and operational recommendations for ongoing improvement. Develops internal policies and controls related to department investments and management to mitigate risks and optimize Customer Service functions.

  • Ensures recruitment, training and support for Customer Service workforce that contributes to positive, professional and productive work environment and performance of all staff and supports vision for HRT to become industry leader in Customer Service.

  • Actively communicates effectively with the public, coworkers, staff and supervisor using excellent written, verbal, interpersonal and other communication skills in one-on-one, small groups and other contexts.

  • Serves as project manager on special assignments.

  • Handles multiple tasks simultaneously and meets deadlines. Responds to changing situations for mission critical activities and demonstrates director level judgment to anticipate and address challenges and resolve issues in order to deliver core Customer Service.

  • Defines and ensures internal workflow and processes that result in consistent, accurate, timely and relevant information being communicated to internal and external customers.

  • Defines and ensures standard operating procedures and quality controls for all Customer Service outputs. Identifies and implements initiatives to correct service gaps or deficiencies and build upon successes.

  • Provides oversight to optimize use of technology to support Customer Service operations

  • Lead department team for day-to-day management of Customer Service functions of HRT and supervise employees, including the Manager, Supervisors, Representatives, and Coordinators.

  • Negotiate and implement solutions to day-to-day customer service issues and work to deliver consistent quality operations.

  • Manage the Transit Riders Advisory Committee.

  • Provides Director level oversight for dissemination of customer information including schedules and service alerts, special services, etc.

  • Develops and incorporates performance measures to ensure consistent and constructive evaluation and improvement of team members, staff, and operations.

  • Manage records created and received in compliance with the Hampton Roads Transit Records Management Policy and Procedures.

  • Responsible for maintaining a general awareness of HRT’s EMS.

  • Responsible for handling all related job responsibilities and ensuring Customer Service staff are trained and comply with HRT’s Environmental Policy, relevant EMS Standard Operating Procedures, and Emergency Management Plan.

  • Responsible for reviewing, implementing, and updating Business Continuity Procedures relating to customer service.

  • Responsible for ensuring Customer Service department employees have adequate training, tools, and comply with requirements of HRT’s Records Management Policy and Procedures.

  • Prepare and/or coordinate with other departments any documentation required in support of the FTA triennial reviews, drug and alcohol audits, independent audits, state audits, EEO Program audit, and other audits as assigned.

  • Will perform other duties as assigned.


Required Knowledge, Abilities and Skills essential to Job Functions:

Must have demonstrated knowledge and skills in the following areas: strategic business planning and development, budgeting, small call center management, monitoring and evaluating employees, teambuilding and effective communications for productive, professional work environments; good writing skills required, including ability to produce routine and executive reports; must have ability to coordinate effectively with internal staff and with outside agencies and individuals; must demonstrate knowledge of customer service concepts, be comfortable using public transportation, continuous customer interactions; good computer skills required; must demonstrate good organizational skills. Must be willing to learn key public transportation concepts, work various shifts and days, have a proven record of creative problem-solving skills, small call center management experience, fostering and sustaining a positive and professional work environment.

Required Software Knowledge and Skills essential to Job Functions:

Must have knowledge and demonstrated proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem solving skills associated with software applications used is expected.   Software usage relevant to job duties will be evaluated.


Software applications:

Internet, Microsoft Outlook, Word, Excel, Publisher, PowerPoint, Adobe Acrobat, Avaya CMS, HASTUS, Peoplesoft.




Training and/or Education:

Bachelor’s degree in business, marketing, public administration, planning, communications or related field and five years of progressively responsible, professional level experience related to customer service, including at least five years supervisory experience, or combination of education and required experience listed below.


Required Experience:

Minimum of five (5) years experience in small call center management, customer service, transportation and/or logistics.


Licenses or Certificates:

Virginia Driver’s License


Special Requirements:

This position is classified as essential personnel.


FLSA Status:



Physical Demands:

Work may require some physical effort in making presentations off site, setting up displays, operation of a keyboard device, regularly using public transportation, visiting transit centers and continuous direct interaction with public transportation patrons. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Unusual Demands:

Work involves some evening and weekend work for public speaking engagements and to be available for media contacts. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.


  • Customer Service/Call Center

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Director of Customer Relations

Hampton Roads Transit
Norfolk, Virginia 23504

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Hampton Roads Transit
Norfolk, Virginia

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