Customer Service Supervisor (CCC)

Description

Shifts: A combination of PM Shifts (2pm -10pm) and Overnight shifs (10pm - 6am)

Job Summary:
Under supervision of the Call Center Manager, performs various duties related to overseeing the functions of the internal operations staff, including Customer Service Agents, Cashiers, and Dispatchers. Has discretionary authority to make changes and take specific actions necessary on an immediate basis to ensure that the standards of service are maintained for the guests and clients.

Core Requirements:
Must have a strong desire to fulfill customer obligations and deliver efficient, thorough, customer resolutions that demonstrate Mears Core Values. This role is fast paced and requires an individual who is highly organized, who can prioritize, multitask and trend information necessary to support process improvement and employee coaching & development. Ability to connect with coworkers and customers is critical.

Key Relationships:
Reports to: Call Center Manager
Direct reports: Customer Service Agents
Other key relationships: Hospitality partners, Contracted customers, Account Holders, Sales Department, & Hello! Florida


Core Responsibilities:

• Provides resolution to customer service calls by partnering with Customer Service Agents, Dispatchers, airport and other Mears departments.
• Assists in answering questions for customer service agents and call center/operations staff.
• Proactively works with Mears Partners to resolve possible/pending service failures.
• Provides daily reports (Shift/Full Day) on the call center performance.
• Assists with escalations and has discretionary ability to make decisions that affect the customers according to Mears standards of service.
• Provides assistance to the call center manager in regards to payroll, scheduling, attendance, vacation requests, and agent statuses.
• Trends and reports on customer service issues and provide details on root causes. (Ex. Agent, dispatcher, driver, starter error, etc.)
• Proactively makes recommendations to management regarding process improvements and agent considerations that may reduce costs or provide the ability to efficiently give better customer service.
• Coach, counsel, and motivate customer service agents as necessary.
• Assists with training and development.
• Drafts and sends disciplinary reports and commendations to Department Manager for follow up.
• Completes manager on duty log book in a timely, legible manner.
• Reports emergency situations to Safety Department and/or Operations Manager(s).
• Arranges for a vehicle to be towed and emergency assistance if necessary.
• Assists with agent selection when it comes to special projects as required.
• May be required to attend some management meetings.
• Confers with independent contractors on a regular basis and assists with concerns and conflict resolution.
• Follows up on concerns from customers, agents, hotel and attraction staff, etc.
• May be required to fill in as customer service agent, cashier, or dispatch agent as needed.
• Additional duties may be required as requested.

Qualifications

• High School Diploma / GED Equivalent Required
• Minimum one year supervisory or management experience in the transportation industry preferred; or three years’ experience in management and leadership positions; or extensive in house operational knowledge.
• Must be able to understand and perform basic mathematical functions such as but not limited to addition, subtraction, multiplication, division, and percentages.
• Excellent oral and written communication skills are required.
• Must be able to read and understand general correspondence, inter-office communications, policy manuals, journals, and other employee related materials.
• Must be able to communicate by telephone, two-way radio, or in person in clear fluent English with outside business representatives, management staff, coworkers, clients, customers, visitors, or other persons.
• Must have or attain detailed knowledge of the lodgings, attractions, restaurants, theme parks, business districts, convention facilities, entertainment complexes, major streets, avenues, and highways, and neighborhoods in the Greater Orlando area
• Ability to work in fast paced, ever changing environment.
• Must be able to remain calm, pleasant and poised in high-pressure situations.
• Possesses the ability to access, input, and retrieve information from a computer system and/or obtain results from a FAX machine and copier.