Service Quality Manager

SERVICE QUALITY MANAGER SERVICE QUALITY MANAGER Reports To: Chief Operating Officer Department: Service Quality & Customer Care JOB SUMMARY Under the direction of the Chief Operating Officer (COO), the Service Quality Manager oversees Call Center operations and leads the Service Quality & Customer Care Department. The Manager provides community education and outreach regarding Chatham Area Transit Authority (CAT) services, programs, and schedules and serves as a liaison between CAT and the communities it serves.

The position collaborates with the Training Manager to plan and coordinate training that promotes excellence in customer service. The Manager develops strategies to measure customer satisfaction, evaluates service concerns, and recommends improvements to the customer experience. This role requires strategic thinking, technical knowledge, and strong interpersonal skills to lead departmental operations and represent CAT through community outreach.

CAT CORE VALUES The Service Quality Manager is expected to demonstrate and promote CAT’s core values in daily operations, employee leadership, customer interactions, and community outreach: Excellence: Deliver responsive, courteous, and dependable customer service; establish clear performance standards; and use customer feedback, staff training, and service data to drive continuous improvement.

Integrity: Lead with honesty, fairness, accountability, and respect. Protect confidential information, communicate accurately, and ensure customer concerns and employee matters are handled consistently and professionally. Sustainability: Use organizational resources responsibly, support efficient departmental practices, and strengthen community awareness and use of public transportation to advance CAT’s long-term service goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supports the COO by translating organizational priorities into departmental strategies, work plans, and service improvements. Oversees daily Call Center and customer care operations to ensure timely, accurate, courteous, and consistent service. Represents CAT at community, business, and neighborhood association meetings to share information about transit services, identify community needs, and address service delivery concerns.

Collaborates with the Communications & Marketing Division to promote CAT services, customer care initiatives, and community outreach activities. Partners with the Training Manager to identify training needs and coordinate staff development in customer service, complaint resolution, and service delivery. Develops and implements tools to measure customer satisfaction and uses findings to recommend service improvements.

Monitors and reviews customer calls, correspondence, and other interactions to evaluate service quality, accuracy, and adherence to established standards. Ensures customer care representatives and advocates receive timely information about changes to CAT services, programs, schedules, and procedures. Collects and analyzes data on customer complaints, inquiries, service requests, and satisfaction trends; prepares reports and recommendations for management.

Develops and maintains customer service resources, including service summaries, reference materials, and responses to frequently asked questions. Identifies opportunities to improve customer service procedures and coordinates recommended changes with appropriate departments. Receives, responds to, assigns, or refers customer service requests and monitors follow-up through resolution.

Assists in developing the department’s operating budget and administers approved expenditures within established authority. Supervises, coaches, and evaluates assigned employees; addresses employee concerns and performance issues in accordance with CAT policies. Assigns and reviews work, establishes schedules and priorities, monitors progress, and ensures completed assignments meet departmental standards.

Establishes, implements, and maintains departmental procedures, service standards, and internal documentation. Maintains accurate records, activity logs, service call reports, and documentation of customer interactions and resolutions. Enforces applicable CAT policies, procedures, and directives. Performs other duties as assigned.

SUPERVISORY AND OPERATIONAL AUTHORITY Directs the daily operations of the Service Quality & Customer Care Department, including the Call Center. Establishes staff assignments, schedules, priorities, and performance expectations. Develops and implements departmental procedures and service standards within delegated authority and applicable approval requirements.

Establishes customer satisfaction goals and coordinates staff efforts to achieve them. Evaluates service statistics and departmental performance and recommends corrective actions or improvements. Conducts timely, constructive employee performance evaluations. Addresses employee performance and conduct concerns, including disciplinary action and termination, in accordance with CAT policies and established approval procedures.

COMPLIANCE RESPONSIBILITIES Completes all mandatory training within required timeframes. Reviews and complies with applicable CAT policies, procedures, and directives. Ensures direct reports complete required training and follow applicable policies and procedures. Monitors departmental practices for consistency with established service and operational requirements.

EDUCATION AND EXPERIENCE

Bachelor’s degree required. Five to seven years of experience in customer care and community outreach required. Previous managerial experience preferred. KNOWLEDGE, SKILLS, AND ABILITIES Strong management, supervisory, and staff development skills. Excellent verbal and written communication skills. Thorough knowledge of customer service principles, procedures, and complaint resolution practices.

Strong organizational skills, attention to detail, and ability to establish priorities and manage competing demands. Ability to resolve customer complaints and sensitive issues while maintaining a calm, professional demeanor. Ability to coach, mentor, and evaluate customer service staff. Ability to analyze customer service data, identify trends, and prepare clear reports and recommendations.

Ability to communicate effectively with customers, employees, community organizations, businesses, and other stakeholders. Strong public speaking, community outreach, and interpersonal skills. Proficiency in Microsoft Office Suite or comparable software and standard office equipment. PHYSICAL DEMANDS The physical demands described below represent those necessary to perform the essential functions of this position.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions. Regularly sits for extended periods while using a computer or telephone. Occasionally stands, walks, and reaches with hands and arms. Uses hands to operate office equipment and handle documents and materials.

Communicates and exchanges information with employees, customers, and community members. Occasionally lifts or moves materials weighing up to 15 pounds. SAFETY REQUIREMENTS AND NOTIFICATIONS Chatham Area Transit Authority is a public transit service provider subject to applicable Federal Transit Administration (FTA) and U.

S. Department of Transportation (DOT) requirements. Certain CAT positions are designated as safety-sensitive and are subject to applicable drug and alcohol testing requirements, including random testing. Pre-employment testing and any subsequent testing requirements will be determined by the position’s designation, applicable requirements, and CAT policy.

Applicants and employees must comply with testing requirements applicable to their positions. Violations may result in withdrawal of an employment offer or disciplinary action, up to and including termination, consistent with applicable requirements and CAT policy. WORK ENVIRONMENT Work is primarily performed in an office or Call Center setting, with regular computer and telephone use.

The position also requires attendance at community meetings and outreach activities. The typical noise level is moderate. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. ACCURACY OF APPLICATION INFORMATION Applicants are responsible for providing complete, true, and accurate information in their application materials, account profiles, and résumés.

Falsification or material misrepresentation may result in disqualification from employment consideration or termination of employment. DISCLAIMER This job description describes the general nature and level of work assigned to this position. It is not intended to provide an exhaustive list of all duties, responsibilities, or qualifications.

Responsibilities

may be adjusted to meet organizational needs. This document does not create an express or implied employment contract or alter the at-will employment relationship. Chatham Area Transit Authority is an Equal Opportunity Employer. Code : 98-1 Location : CALL CENTER Job Class : SERVICE QUALITY MANAGER Posting Start : 10/19/2026 Posting End : 11/28/2026 SALARY RANGE: $64,000.

00-$80,000.00 ©2026 Tyler Technologies, Inc.