Customer Service Supervisor

The Customer Service Supervisor is a leadership position responsible for supervising the Customer Service Representative (CSR) team in developing and maintaining high levels of customer service, professionalism, individual skills, and effective teamwork. The individual in this position supervises the daily activities of the CSRs and participates in duties which include monitoring the call center system and customer comment / complaint database, providing additional customer service support, and assisting with or managing scheduling. Responsibilities include providing leadership and motivation to ensure staff are providing excellent customer service to clients.

• Supervises, leads, and mentors staff to include prioritizing and assigning work.
• Ensures employees follow policies and procedures.
• Makes hiring, termination, and disciplinary recommendations.
• Handles customer inquiries and complaints with the objective of resolving situations in the minimum amount of time and at the lowest organizational level.
• Recommends corrective actions to resolve customer complaints.
• Performs other duties as may be required or assigned.

Required Skills, Knowledge & Experience:

Education: This position requires a high school degree or GED equivalent, with a minimum of four (4) years full-time experience in customer service or call centers. Related experience may substitute for educational requirements on a year for year basis. Prior experience with public transit or school bus transportation service is highly desirable.

Knowledge and skills include the ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English language spoken by a wide variety of cultures.

Experience: 

This position requires a general knowledge of:

• Supervisory principles and practices.
• Applicable federal, state, and local laws, rules, and regulations including ADA.
• Customer service principles and practices.
• Disabilities and related effects.
• Basic call management systems and telecommunications equipment.
• Camera and surveillance systems.
• Neighboring transit agencies and services.
• Cash handling practices.

Qualifications / Requirements:

• Ability to interface effectively with all levels of County management.
• Creates a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction. As needed, asks questions to gain an understanding of customer needs.
• Ability to maintain confidential information and handle confidential matters. 
• Ability to present self in a professional manner and interact positively with internal and external parties.
• Excellent verbal, written and interpersonal skills.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Provides suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
• Basic to Intermediate skill to use a personal computer and various software packages.
• Strong customer service skills and experience.
• Monitoring and evaluating subordinate staff.
• Preparing reports.
• Maintaining logs and records.
• Operating applicable office equipment.
• Managing projects.
• Providing excellent customer service.
• Efficient use of electronic technology.
• Establishing and maintaining effective working relations with other transit employees and the public.
• Ability to work under pressure, addressing significant problems and tasks that arise simultaneously and /or unexpectedly.
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public sufficient to exchange or convey information and to receive work direction.
• Ability to work independently and proceed with objectives.
• Ability to maintain confidential information and handle confidential matters.
• Ability to coordinate and direct work assignments and supervise and coach direct report and staff to ensure positive morale and performance results.
• Ability to work extended hours, as necessary.
• Ability to travel for organizational needs.

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

Computer Skills Required:

To perform this job successfully, an individual should have, at minimum:

• Intermediate Word skills
• Intermediate Excel skills
• Basic Outlook skills
• Basic Internet skills

Physical Demands:

While performing the duties of this position, an individual is frequently required to sit, and talk or hear.  Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs.  On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.

The specific vision requirement listed for this position is:

• Close vision (clear vision at 20 inches or less)

Work Environment:

Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.

Certificates / Licenses / Clearances Required:

This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years:  

• PA Child Abuse
• PA Criminal History
• FBI Criminal History

Salary : $49,725