Supervisor, Customer Service

Salary

Position Range: $78,901.00 - $109,218.00 Hiring Range: $89,007.000 - $104,166.000 Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs.

FLSA Status

Exempt

Join the team that keeps the Tri-Cities moving!

OUR MISSION

Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.

OUR VALUES

We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission.

NATURE OF POSITION

Supervise the daily operations, functions, and activities of the Customer Service department including coordinating, organizing, and directing the work activities of assigned staff. Support the Manager of Customer Service in maintaining efficient customer service operations, cash handling processes, public outreach activities, and customer experience initiatives.

Essential Duties & Responsibilities

• Assist in leading day-to-day customer service operations and assist staff in resolving customer concerns, complaints, and service issues.
• Provide direction, guidance, coaching, and support to Customer Service Representatives and other assigned staff.
• Assist in coordinating daily staffing assignments, schedules, and workflow to ensure efficient customer service coverage.
• Respond to escalated customer inquiries, concerns, and complaints and ensure issues are documented and resolved appropriately.
• Advise Operations and Dispatch of schedule and service problems identified through customer feedback and inquiries.
• Assist with oversight of transit pass and ticket sales, fare media distribution, and customer account support activities.
• Review cash drawer settlements, petty cash transactions, and related reconciliation activities; identify and report discrepancies to management.
• Ensure lost and found items are accurately recorded, stored, maintained, and distributed in accordance with Agency procedures.
• Assist with training and onboarding of new employees and ensure staff receive appropriate ongoing training.
• Monitor staff performance and provide coaching, feedback, and recommendations regarding employee development and corrective action.
• Support implementation of departmental goals, policies, procedures, and operational improvements.
• Assist with public outreach efforts and provide information to the public regarding Agency services, programs, routes, and service changes.
• Coordinate placement and distribution of printed and electronic informational materials.
• Support the Agency’s Travel Training Program and assist with community outreach workshops, presentations, and events as needed.
• Maintain accurate records, reports, files, and customer service documentation.
• Prepare routine reports regarding customer service trends, complaints, operational concerns, and program activities.
• Perform the duties and responsibilities of the Manager of Customer Service in their absence and provide operational continuity and leadership support for the department.
• Participate in meetings and events on evenings and weekends as required.
• Work with and maintain confidential information.
• Demonstrate regular and punctual attendance.
• Other duties and tasks as assigned.
  
  

Knowledge, Skills & Abilities

• Knowledge of customer service principles, conflict resolution, and de-escalation techniques.
• Knowledge of supervisory practices, employee coaching, and staff development.
• Ability to communicate effectively with employees, customers, and the public both verbally and in writing.
• Ability to investigate and resolve customer concerns and operational issues professionally and efficiently.
• Knowledge of cash handling, reconciliation procedures, and accurate recordkeeping practices.
• Ability to organize, prioritize, and coordinate multiple assignments in a fast-paced environment.
• Ability to learn and utilize relevant software systems, office equipment, and technologies.
• Familiarity with transit routes, schedules, and geography within Benton and Franklin Counties.
• Ability to exercise sound judgment and maintain confidentiality.
  
  

Other Characteristics

• Collaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively.
• Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect.
• Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct.
• Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations.
• Innovation: Considers new approaches to situations; encourages ideas and improvements.
• Sustainability: Actively encourages environmental benefits and the conservation of natural resources.
• Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.
  
  

Minimum Qualifications

Associates Degree in a related field from an accredited institution and three years of progressively responsible experience in supervising and leading customer service support functions and operations; or an equivalent combination of education and experience.

LICENSES, REGISTRATION & CERTIFICATES

None.

Preferred Qualifications

Bachelor’s Degree in related field from an accredited institution and six years of progressively responsible experience in customer service/public relations and/or marketing.

Physical Requirements

Generally sedentary in nature; occasionally stand and walk; intermittently kneel, stoop, bend and twist at the waist, and reach overhead; sit for long periods of time. Rarely kneel, crouch, or crawl. Occasionally lift, push/pull, or carry up to 40 pounds. Good vision to read print and computer screen. Hear and speak to communicate in person, before groups, and over the telephone. Manual dexterity of hands and fingers to include repetitive keyboarding, grasping and reaching to operate a computer keyboard, mouse and/or standard office equipment.

WORKING CONDITIONS

Work is primarily performed in an office environment where noise, frequent interruptions and lack of privacy may be present. Occasional exposure to outdoor environment and weather conditions when participating in Agency events. Must be available to work flexible hours including evenings, weekends and holidays as needed.

If you want to give back to the community, consider hopping onboard the team that's going places!

Equal Employment Opportunity (EEO) Policy

Ben Franklin Transit (BFT) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. It is BFT’s policy to employ, train, promote, compensate, and provide conditions of employment without regard to a person’s race, color, sex, disability, religion, national origin, age, veteran’s status, citizenship, or any other status protected by applicable law.

Drug-Free Workplace Policy

Ben Franklin Transit (BFT) is a drug-free workplace.

The purpose of this policy is to ensure worker fitness for duty and to protect our employees, passengers, and the public from the risks posed by the use of alcohol and prohibited drugs.

Participation in BFT’s zero tolerance drug-free workplace policy is a condition of employment.