Customer Service Supervisor

Description

• Assures that all staff are fully appraised of service enhancements and improvements prior to implementation of changes.
• Coordinates and provides training for personnel assigned to the unit.
• Produces and analyzes the complaint records and prepares reports of activities.
• Functions as Customer Service Representative and provides back-up support for the staff.
• Carries out management and coordination of Quality Assurance Programs relative to the Customer Service unit.
• Responsible for overseeing and managing the JTA Front Desk Administrative Receptionist, the Lost & Found Representative, and the Media Delivery Specialist, while providing support when needed.
• Responsible for ensuring all direct reports have taken all mandatory training.
• Develop, maintain, and update reports using a variety of programs.
• Maintains training manuals, customer service procedures and policies.
• Communicate with co-workers, management, and others in a courteous and professional manner.
• Conducts joint meetings with other personnel to appraise them of the type of complaints being received.
• Coordinates with radio and dispatching personnel and others to resolve questions about delays or changes in routes.
• Responsible for completing all mandatory training classes.
• Prepares written correspondence to customers regarding complaints or inquiries received.
• Serves as a liaison and advocate between JTA and customers. Answers a variety of customer calls relating to complaints, information requests, service schedules, lost and found, routes and schedules and related inquiries.
• Responsible for reviewing and complying with all JTA policies, procedures and directives.
• Supervises the Customer Service operations and staff providing guidance to Customer Service Representatives to ensure a uniform professional approach in the dissemination of public information.
• Conforms with and abides by all regulations, policies, work procedures, and instructions.
• Provides and maintains reward and recognition program for the unit.
• Conforms with all safety rules and wears/uses all appropriate safety equipment.

Requirements

• Ability to work flexible hours as needed
• Ability to create reports, analyze data, and maintain high-quality documentation to support business operations
• Detail-oriented and organized professional with strong proficiency in Microsoft Excel and Word to support data management, reporting, and documentation tasks.
• Ability to supervise and train the staff of customer service employees.
• Sitting and/or standing for prolonged periods.
• Knowledge of the City streets, bus routes, directions and points of interest.
• Ability to read maps and provide related information to customers.
• Knowledge of call center phone systems
• High diploma or possession of an acceptable equivalency diploma
• Ability to operate telephone communications equipment.
• Associates Degree.
• Three years of experience in customer service, management, employee training in a service-related industry, some of which should be at a supervisory level.
• Knowledge of computer information systems used in data analysis.
• Performing repetitive motion.
• Ability to type at the rate of 50 wpm.
• Ability to resolve complaints and answer questions in a tactful and courteous manner.
• Possession of human relations skills
• Ability to communicate orally and in writing.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance