Retail Services Supervisor

*The salary range is $60,000 - $65,000 annually, commensurate with education and experience.

Onsite

ABOUT US 

We are IndyGo, a Municipal Corporation of Indianapolis – Marion County, and we’re proud to be the largest public transportation provider in the state of Indiana. We operate 32 transit routes throughout the county, providing nearly 10 million passenger trips a year to the good citizens of our region. IndyGo is committed to expanding mobility options to improve connectivity with the company’s mission, vision, and goals.

WHO WE ARE 

A key measure of any great city is the ease of getting from one place to another. We call it “mobility.” It’s as essential as access to electricity and clean water. It moves a city forward to become a better place of opportunity and community. It’s a measure of a city’s vitality and potential, and it reflects a city’s judgment about its civic priorities. It makes a city a better home and a better place to visit.

At IndyGo, getting people from one place to another is much more than just moving riders: it’s about getting our riders to their hopes and dreams, to their education and careers, to their families and friends, to their health and well-being, and another day of life in Indianapolis and the surrounding areas.

We’re here because you’ve got somewhere you need to be, and you need an easy, reliable way to get there. So come on; get on and get going to wherever you want to go on IndyGo.

INDYGO MISSION

As the region's largest transit authority, we are duty-bound to set the bar for transparency, trust, and overall professionalism. Our mission is to connect our community to economic and cultural opportunities through safe, reliable, and accessible mobility experiences.

 Accountability: We are legally, ethically, and morally committed to utilizing all resources responsibly with integrity and transparency.

Diversity: We promote, embrace, and value all individuals.

Safety: We ensure safe and secure environments.

Excellence: We strive for quality in everything we do.

Teamwork: We actively promote effective communication, collaboration, and partnerships.

Respect: We value and treat all with dignity.

BENEFITS WE OFFER 

• Full-time positions with guaranteed 40 hours/week.
• Medical, dental, and vision (effective on the 1^st of the month, 30 days after the start date).
• Free on-site wellness clinic for employees and their families.
• Retirement plan (401A and 457B).
• Tuition reimbursement.
• Free IndyGo transportation for employees and their families.
• Federal Loan Forgiveness Program 

Position Purpose

Supervise and direct the staff of the retail desk located at the Carson Transit Center. As a retail desk supervisor, you will play a key role in the establishment and management of our retail desk department. You will be responsible for overseeing daily operations, leading a team of retail desk agents, and ensuring exceptional customer service. Your leadership and organizational skills will contribute to the efficient functioning of the retail desk. The ideal candidate must possess great communication skills and be able to lead and motivate, be organized and reliable as well as results oriented. The goal is to achieve and drive excellent customer service, and performance from your team that will bring sustainable business growth while taking care of IndyGo’s customer needs. 

Essential Functions and Responsibilities

To succeed in this role, an individual must be able to perform satisfactorily the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Team leadership, recruiting, training, and supervising a team of retail desk agents.
• Provide guidance, support, and coaching to team members, answering questions and feedback.

• Delegate tasks and ensure staff compliance with company policies and procedures.
• Operational management ensure the retail desk operates smoothly during opening hours.
• Monitor and maintain inventory of bus passes, cards, and other retail items.
• Resolve customer issues and inquiries that require supervisory attention.
• Collaborate with other departments to optimize retail desk efficiency.
• Maintain a high standard of customer service, assisting with complex customer needs.
• Handle customer escalations and provide solutions in a professional manner.
• Train staff on customer service best practices.

• Cash management, oversee daily reconciliation of cashier draws and ensure accuracy.
• Prepare daily deposits at the retail desk.
• Maintain a secure and organized cash-handling process.
• Processing orders and payments. Responsible for monitoring and managing the financial aspects of the retail desk.
• Keep management informed on issues and problems.

Other Functions

• Ability to communicate effectively with agency (non-agency) finance staff.
• Ability to understand and draft reports, data collection, and reporting procedures.
• Ability to respond quickly to issues and needs.
• Ability to develop effective procedures and perform other duties as assigned.

Supervisory Responsibilities

• Directly supervises one or more employees.
• Applies supervisory responsibilities according to organizational policies and applicable laws. 

Education and/or Experience

To perform this job successfully, an individual must have the following education and/or experience.

• Associate in business management (or a related field preferred) or three plus years of proven experience in a retail or customer service supervisory role is essential.
• A combination of education and relevant work experience is required.

Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Knowledge of cash management and inventory control.
• Proficient in using point-of-sale (POS) systems and basic computer software.
• Ability to express oneself using correct language and grammar effectively and persuasively in a professional, empathetic, and tactful manner, even with difficult customers.
• Ability to establish and maintain working relationships with direct reports and customers. 

• Basic knowledge or fluency in Spanish, Haitian Creole, and Hakha Chin is highly desired.
• Working knowledge of MS Office/Excel/ Scheduling.

• Excellent problem-solving abilities.
• Ability to prioritize, organize, and manage tasks and time effectively and adjust priorities quickly as circumstances dictate.
• Experience creating action plans.
• Ability to analyze and process data. 

Physical Demands

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

• Ability to work in a deadline-oriented environment.
• Ability to work independently with minimal supervision.
• Ability to remain stationary for extended periods of time and to move intermittently throughout the workday, occasionally between departments and/or facilities.
• Local, evening, and weekend travel is required on rare occasions. 
• Ability to work weekends and evenings as needed.

IndyGo is an Equal Opportunity Employer