Customer Service and Office Manager

Cincy Bike Share is seeking a Customer Service and Office Manager to lead the bike share system’s customer service operations and coordinate with System Operation Manager and System Technicians to address and resolve customer needs.  The position will also manage the day to day needs of the Cincy Bike Share office/shop facility.  The Customer Service and Office Manager will serve as the main staff person at the office/shop facility, serving as a facilitator to the other various staff as they operate out of the building.  A successful candidate will be highly organized and have excellent customer service skills.  The Customer Service and Sales Manager will report to the Executive Director.

Primary Responsibilities:

  • Manage the system’s customer service program including in-take by phone and e-mail
  • Monitor the status of the bike share system through the management software to identify proper functionality and balance in the system
  • Coordinate with field staff related to problems with stations or customer service issues that need to be attended to in the field
  • Manage the day to day activities of the bike share office/shop facility to ensure staff has the resources necessary to accomplish the mission of Cincy Bike Share

Day to Day Responsibilities:

  • Answering customer service calls, identifying relevant issues, and addressing to satisfactory outcome
  • Respond to emails concerning customer service and billing issues
  • Daily monitoring of the system through the web-based software, ensuring that all stations are functioning properly and monitoring the status of the bicycle fleet
  • Book keeping, accounts management, and office upkeep
  • Membership fulfillment program
  • Compilation of system data and writing reports
  • Grant writing
  • Attend and help promote Cincy Bike Share at events
  • Help with rebalancing of the system during busy periods

Position Requirements:

  • Strong interpersonal, relationship building, and customer service skills
  • Problem-solving and critical thinking skills
  • Team oriented and focused on continuous improvement
  • Ability to understand technical aspects of the software and the hardware capabilities and needs of a bike share system.
  • Willingness to have fun
  • Self-motivated and ability to deal with and meet changing deadlines
  • Comfortable in a fast paced work environment
  • Comfortable riding a bicycle in city traffic
  • Ability to lift up to 50 lbs; cycle up to 10 miles per day in urban areas; stoop, bend, and stand for long periods
  • Willingness and ability to work evenings and/or weekend
  • Willingness to have fun

By | 2016-12-20T22:37:14+00:00 December 20th, 2016|Cincinnati|0 Comments