Customer Service Supervisor

Brief Description

Under the general supervision of the Manager of Customer Experience, the Call Center Supervisor oversees and directs a team of Customer Service Representatives and additional staff to ensure efficient operations, high-quality service, and achievement of performance goals. This role involves leadership, coaching, monitoring, and problem-solving to maintain customer satisfaction and operational excellence.

Essential Function(s)

• 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.
• 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.
• Coordinates and provides training for personnel assigned to the unit.
• Assures that all staff are fully appraised of service enhancements and improvements prior to implementation of changes.
• Carries out management and coordination of Quality Assurance Programs relative to the Customer Service unit.
• Maintains training manuals, customer service procedures and policies.
• 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.
• Provides and maintains reward and recognition program for 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.
• Coordinates with radio and dispatching personnel and others to resolve questions about delays or changes in routes.
• Prepares written correspondence to customers regarding complaints or inquiries received.
• Conducts joint meetings with other personnel to appraise them of the type of complaints being received.
• Communicate with co-workers, management, and others in a courteous and professional manner.
• Conforms with and abides by all regulations, policies, work procedures, and instructions.
• Conforms with all safety rules and wears/uses all appropriate safety equipment.
• Performs related work as assigned.
• Detail-oriented and organized professional with strong proficiency in Microsoft Excel and Word to support data management, reporting, and documentation tasks.
• Knowledge of call center phone systems
• Ability to create reports, analyze data, and maintain high-quality documentation to support business operations
• Ability to work flexible hours as needed
• Responsible for completing all mandatory training classes.
• Responsible for reviewing and complying with all JTA policies, procedures and directives.
• Responsible for ensuring all direct reports have taken all mandatory training.
  
  

Minimum Qualifications

• High diploma or possession of an acceptable equivalency diploma
• Three years of experience in customer service, management, employee training in a service-related industry, some of which should be at a supervisory level.
  
  

Preferred Qualifications

• Associates Degree.
  
  

Knowledge, Skills And Abilities

• Develop, maintain, and update reports using a variety of programs.
• Ability to resolve complaints and answer questions in a tactful and courteous manner.
• Ability to communicate orally and in writing.
• Ability to operate telephone communications equipment.
• Ability to supervise and train the staff of customer service employees.
• Knowledge of the City streets, bus routes, directions and points of interest.
• Knowledge of computer information systems used in data analysis.
• Ability to read maps and provide related information to customers.
• Possession of human relations skills
• Ability to type at the rate of 50 wpm.
  
  

Work Environment/Physical Demands

The Customer Service Supervisor works within a call center atmosphere where the noise level fluctuates. This role may be required to work nights, weekends, and/or holidays depending on the circumstance(s). Physical demands may include:

• Sitting and/or standing for prolonged periods.
• Performing repetitive motion.
  
  

Acknowledgements

This position description in no way states or implies that these are the only duties to be performed. Employees are responsible for completing all mandatory training classes. Employees must also review and comply with all JTA/JTM policies, procedures, and directives. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. All employment offers are contingent upon pre-employment drug testing.

Positions marked as ‘Safety Sensitive’ will be subject to random testing for drug and alcohol use and if any testing is positive, the application for employment will be rejected, or if hired, employment may be terminated. Positions marked as “COOP Essential” may be required to work whenever the Continuity of Operations Plan is activated.

Driver’s License – The position description will specify whether a driver’s license is required and the acceptable class of license. Unless an exception under Florida law exists, a nonresident must obtain a Florida driver’s license within 30 days of hire. If a driver’s license has a corrective lens restriction, the employee must wear corrective lenses when operating any vehicle for work purposes. Suspended or revoked licenses, work permits, and certain restricted licenses are not acceptable.

The Jacksonville Transportation Authority is an Equal Opportunity/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. Employees who require a reasonable accommodation as defined by the Americans with Disabilities Act (ADA) must notify JTA in advance to allow sufficient time for JTA to provide the accommodation.