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
excel
word
associates degree
customer service
supervisory
call center
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
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
- all offers contingent upon pre‑employment drug testing; random drug/alcohol testing for safety‑sensitive roles.
Company
Overview
Founded to serve the transportation needs of Jacksonville, Florida, the Authority offers bus, ferry, and streetcar services.
Focused on providing safe, accessible, and sustainable transportation options to meet the growing needs of the community.
Typical projects involve modernizing transit infrastructure, expanding service networks, and improving operational efficiency.
Recognized for delivering innovative transit solutions and continuously evolving to meet the city's transportation demands.
Culture + Values
Customer Focused: Providing excellent customer service is at the core of what we do.
Innovation: Embracing new technologies and solutions to improve mobility.
Teamwork: Working collaboratively across all levels to achieve success.
Integrity: Acting ethically and responsibly in all aspects of our work.
Accountability: Taking responsibility for actions and results.
Environment + Sustainability
2050
Net Zero Target
Aims to achieve net zero carbon emissions by the year 2050.
Investing in electric and hybrid bus fleets to reduce emissions.
Implementation of solar energy solutions at facilities.
Energy-efficient upgrades to facilities and infrastructure.
Promoting public transportation to reduce individual car usage and lower overall emissions.
Inclusion & Diversity
Promoting a diverse and inclusive workforce through targeted recruitment and training.
Encouraging diversity in leadership roles with a focus on equity.
Partnering with local organizations to foster diverse talent pipelines.