Customer Service Supervisor

Salary : $89,897.60 - $128,627.20 Annually
Location : Intercity Transit (OTC) - Olympia, WA
Job Type: Full-Time
Job Number: 202600009
Department: OPERATIONS
Division: CUSTOMER SERVICES
Opening Date: 04/08/2026
Closing Date: 4/22/2026 5:00 PM Pacific

Description
Customer Service Supervisor

Our Customer Service Team is a vital part of Intercity Transit's daily operations, serving as the primary connection between our organization and the community we serve. This team ensures customers stay informed about our services while providing timely, professional responses to inquiries, comments, and concerns.

We are excited to offer an opportunity to join our Operations Department as a Customer Service Supervisor. In this role, you will lead and support a dedicated team of customer service professionals, helping to deliver accurate information, exceptional service, and positive customer experience. The ideal candidate is a strong communicator, effective problem-solver, and collaborative leader who is passionate about public service and continuous improvement.

If you have:

• Experience in managing a team of Customer Service Representative, with a high aptitude in conflict resolution, problem solving and follow-up.
• A proven track record of providing exceptional customer service that reflects motivation, dependability, and friendliness in every interaction. A constant customer service mindset in solving internal and external customer needs.
• High level of empathy with the demonstrated ability to foster a participatory organizational climate that is open, positive, and supportive, while understanding the unique perspectives of others.

• The ability to work independently and with minimal supervision.
• Outstanding communication and teamwork skills, working in an environment of respect, trust, and self-accountability. The ability to adapt your communication style to the listener and active listener.
• Highly motivated, maintaining a positive attitude and effectively contributing to a team environment.

Then this position if for you!

We are looking for a highly skilled and energetic professional to join our team as a Customer Service Supervisor. This position is full-time and will be responsible for leading the day-to-day customer service activities, performing duties in support of the division. This position serves as liaison among customer service representatives to other departments and divisions and specialized pass programs. You will supervise staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; assists in making hiring, termination, and disciplinary decisions and recommendations. This position will assist in the training, coaching and mentoring of employees.
Examples of Duties
As a Customer Service Supervisor, you will:

• Leads day-to-day customer service activities, performing duties in support of the division. Serves as liaison among customer service representatives to other departments and divisions.
• Supervises staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; assists in making hiring, termination, and disciplinary decisions and recommendations. Trains, coaches, mentors, counsels, takes corrective action when necessary.
• Advises Operations and Dispatch of schedule and service problems indicated by customer inquiries and comments.
• Responds to customer inquiries, concerns and complaints, provides direction, guidance and intervenes when necessary; records information and directs to appropriate personnel. Ensures that appropriate information is provided, problems are resolved and documented in a timely manner.
• Serves as the Customer Service Manager in their absence.

Typical Qualifications
Are you the one we are looking for?

• Associate's degree and four (4) years of related experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above. A combination of education and related experience may be considered.
• Ability to deal tactfully, patiently, and effectively with individuals from diverse backgrounds, frequently under stressful circumstances.
• Ability to listen effectively, assimilate information, discern needs and to relate in a clear, friendly, and informative manner.
• Knowledge of supervisory principles and practices.

• Knowledge of Thurston County area and ability to comprehend and communicate maps and routing directions.
• Competent computer, data entry, writing, and reporting skills.
• Must be able and willing to work days, nights, weekends, and holidays.
• Must possess and maintain a valid Washington State Driver's License; must maintain an acceptable driving record throughout employment.
• Must be willing to submit to a criminal background investigation, the results of which must meet the agency's hiring criteria.

Supplemental Information
What is in it for you?

• Be a part of an essential service to the community.
• Work with a wonderful team in an agency that has great opportunities.
• Receive a competitive salary, $89,206.08- $127,637.76 annually.
• Comprehensive medical, dental, and vision benefits including $150 per month Family & Wellness Allowance.
• PERS Retirement Plans (through Washington State Public Employee's Retirement System) along with voluntary deferred compensation plans (401k and 457) with employer match up to 8.5%.
• 23.75- 36 vacation days per year depending upon date of eligibility and length of service.
• 12 days of sick leave per year.
• Paid Bereavement leave for qualifying family members.
• Employee Assistance Program.
• Educational benefits.
• Alternate transportation incentives - for employees using alternate options to travel to and from work such transit, cycling, carpooling, and walking.

Ready to jump on board? We would love for you to apply! Please submit a complete application online that includes a letter of interest and resume that covers your last ten years of work/volunteer/military/school history at Your letter of interest should explain how you meet the skills and qualifications for this position. Be advised, we will not consider incomplete applications. Intercity Transit's preferred method of communication is via email, so an accurate and active email address is essential. Completed applications must be received by: April 22, 2026.
Intercity Transit is proud to be an equal employment opportunity employer and strives to provide a culturally diverse workforce. Intercity Transit does not discriminate in employment or service on the basis of race, creed, color, origin, age, sex, religion, marital status, sexual orientation, veteran status, or disability.
We also take pride in being a drug free workplace. Note that Intercity Transit is subject to requirements of the Federal Drug-Free Workplace Act and FR Part 40 & Part 655, which prohibits the use of marijuana at any time while employed by Intercity Transit.
Intercity Transit offers its employees an excellent comprehensive benefits package, pension plan, educational benefits, state-of-the-art technology and much more. In addition, some positions are eligible for remote work opportunities and flexible schedules.
Health Care
We provide comprehensive medical, dental and vision insurance coverage for employees and eligible dependents (spouse or significant other and children) through the Employees and Intercity Transit pay a monthly premium contribution depending upon the plan chosen.In addition, Intercity Transit offers:

• Employer provided life insurance and optional supplemental coverage
• Employer provided disability insurance and optional supplemental coverage
• Additional supplemental insurance coverage available through AFLAC
• Access to an Employee Assistance Program.

Washington State Public Employees' Retirement System (PERS)

Employees are covered under PERS I, PERS II and PERS III of the Employee and Employer contributions are required at start of employment.

Deferred Compensation Plans (401K and 457)

Intercity Transit offers three voluntary deferred compensation plans. Employees who contribute at least 8.5% to a plan receive a 8.5% employer match. Employee contributions are not subject to federal income tax until withdrawn.

Vacation Leave & Sick Leave

Employees accrue 23.75 to 36 vacation days per year depending on length of service. The maximum accrual limit is 360 hours.

Employees accrue 12 days of sick leave per year depending upon date of eligibility. The maximum accrual limit is 960 hours.

Shoe Allowance Facilities staff as well as Maintenance and Operations Supervisors are eligible for a shoe allowance of $225 each year.

For additional information regarding employee benefits, please visit:
01

Please select the years of related job experience you have to successfully perform the essential duties of the job as those listed above. Note: A combination of education and related experience may be considered.

• LESS than 1 year of experience.
• At least 1 year of experience.
• At least 2 years of experience.
• At least 3 years of experience.
• At least 4 years of experience.
• At least 5 years of experience.
• At least 6 years of experience.
• At least 7 years of experience.
• 8 or MORE years of experience.

02

Which statement below best describes the highest level of education you have completed?

• High school graduate, diploma or the equivalent (GED)
• Associate degree
• Bachelor's degree
• Master's degree
• Doctorate degree

03

How many years of professional supervisory experience do you have?

• No supervisory experience.
• Less than 1 year of experience.
• At least 1 year of experience.
• At least 2 years of experience.
• At least 3 years of experience.
• At least 4 years of experience.
• 5 or MORE years of experience.

Required Question