Customer Experience Manager

Duluth Transit Authority

Lincoln Park, MI

Customer Experience Manager Location Duluth, MN (Lincoln Park area) : The DTA is looking for a full-time Customer Experience Manager who is responsible for managing a team of 3 at the Duluth Transportation Center (DTC) and executing the following duties and responsibilities: a) Instill a company-wide culture of excellence, and provide the highest level of customer service in all phone and in-person interactions. b) Respond to customer service feedback and complaints. c) Monitor incoming and outgoing lost and found items. d) Educate and assist customers with the DTA transit systems, wayfinding tools, and troubleshoot and resolve issues as needed. e) Process individual and bulk bus pass and ticket sales. f) Engage with customers at the DTC in commons areas. g) Create and maintain employee work schedules, monitor and approve time off requests, ensure shifts are covered and fill in as needed, approve bi-weekly timesheets. h) Coordinate with the third-party hospitality and security team i) Represents the DTA in public forums such as committees and events. BENEFITS: The DTA offers an exceptional compensation and benefits package, including:
Competitive Salary
Health insurance-fully paid monthly premiums for employee and family
Dental Insurance-fully paid monthly premiums for employee and family
Vision Insurance-fully paid monthly premiums for employee and family
Low $500 health insurance deductible per person annually; $2500 max out of pocket spend for individual, $5000 max out of pocket spend for family.
Life insurance-fully paid monthly premiums for employee
Long-term disability insurance
Paid holidays
Paid vacation
Paid sick time
Money Purchase Pension-company match of 12% of annual salary
Access to Minnesota Deferred Compensation Plan
Free bus passes for employee and immediate family
Training and Career Development Opportunities
Employee assistance program (EAP)
Flexible spending account (FSA)
This position is 40 hours per week, Monday through Friday from 8:00-4:30, during the training period. The ability to work weekends occasionally is required, and once proficient in all areas of the job, there will be some flexibility to which 5 days you work. Pay will be based on various factors, such as a candidate's qualifications, skills, competencies and proficiency for the role. The performance of the major job functions for this position requires the incumbent to be present at their work setting. This is not a remote position. Regular, dependable attendance is necessary for the performance of the job duties. The Duluth Transit Authority reserves the right to assign additional or different duties to employees within this job classification consistent with the changing needs of the Duluth Transit Authority. Any duties described herein are subject to change at any time. The DTA is an award-winning transit agency that provides safe, convenient, and affordable public transit service (fixed route and paratransit) within the Twin Ports of Duluth, MN and Superior, WI and its surrounding areas. We transport just under 3 million passengers annually by way of our 75+ bus fleet and we employ approximately 180 team members. a) High School Diploma or equivalent. b) Excellent verbal and written communication skills. c) Minimum of 5 years experience with at least 3 years management of a team. d) Experience with Microsoft Office Suite and computer proficiency required. Physical Requirements: a) Must be able to sit and stand for extended periods of time. b) Must have manual dexterity to operate a computer and standard office equipment. c) Must be able to pick up and carry 25lbs. The physical requirements listed in this section include, but are not necessarily limited to, the motor/physical abilities and skills required of this position to successfully undertake the essential duties and responsibilities of this position. In accordance with Americans with Disabilities Act (ADA), reasonable accommodation may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position. An Equal Opportunity Employer AND Drug-Free Workplace.

Posted 2025-10-10

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