Supervisor of Customer Service

JOB SUMMARY:

The Supervisor of Customer Service is responsible for overseeing the daily operations of RTS's Customer Service Department. This role includes supervising a team of Customer Service Representatives who provide support via phone, at the administrative front desk, and in person at the RTS Transit Center during evening and weekend hours. The Supervisor ensures that customer inquiries are handled accurately, efficiently, and with a high standard of service. Working in close collaboration with the Director of Customer Service, they are also responsible for the training, coaching, and professional development of the Customer Service team, as well as ensuring timely and accurate communication with both internal and external stakeholders.

REPORTS TO: Director of Customer Service

SUPERVISES: Customer Service Representatives

WORK HOURS:Tuesday Friday, 10:00am-7:00pm, and Saturday, 6:00am-3:00pm

HOURLY RATE:$21.64/hr. - $23.56/hr. (depending on experience)

BENEFITS INCLUDE:

• Staying Healthy: Medical, Dental,and Vision (Dental & Vision currently free), Flexible Spending Account (FSA)
• Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Life & Accidental Death & Dismemberment (AD&D) Insurance, Accident Insurance, Group Specified Disease Insurance and Hospital Insurance
• Work-Life Balance: Paid Time Off (PTO: 17 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, Verizon Wireless Discount, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, BJ's Wholesale Club Discount, and more!

Click here to view current medical plan rates!

ESSENTIAL FUNCTIONS:

• Maintains thorough knowledge of all RTS services, routes, schedules, transfer points, fares, trip planning and fare payment technology, and other related policies and programs to ensure delivery of exceptional customer service; cross collaborate with other areas of the business on initiatives that have customer impact.
• Stays informed and communicates best practices within customer service industry, inbound/outbound call centers industry and the transit industry.
• Serves as a source of information and answers Customer Service Representatives' questions, assigns tasks, follows up and gives instructions, as needed. Acts as a resource to staff in resolving difficult or unusual customer questions, operations, or procedures.
• Keeps Customer Service Representatives informed of service changes, detours, accidents, and any alterations or deviation from regular information through customer alerts.
• Monitors and manages call center volume received via phone, the Web, and mail to ensure appropriate coverage to meet established goals.
• Resolves high-level escalations with customers and takes inbound phone calls to mitigate higher than average call volume.
• Supervises daily functions of the Customer Service Department at the call center, front desk, and at the Transit Center during evenings and weekends, including transitional-duty personnel who may be assigned to work in the Customer Service Department.
• Communicates regularly with the Manager of Customer Service to discuss changes, suggestions, or ideas for overall improvement of Customer Service Representatives' skills that have a direct impact on customer satisfaction and engagement.
• Monitors and listens to call recordings, representative call volume, and advises Customer Service Reps on areas for improvement in customer service skills.
• Monitors CRM cases, including classifications and escalations daily to ensure accurate reporting and case resolution.
• Ensures that Customer Service Representatives have followed up with customers with a phone call or email and the outcome is tracked in the CRM system.
• Prepares and directs scheduling, attendance shifts, and breaks as needed and maintains adequate work coverage in Customer Service Department during evening and weekend hours.
• Makes timely decisions and sets priorities for team to ensure customers receive exceptional service during difficult circumstances.
• Demonstrates RTS Values daily when interacting with customers and employees and recognizing others in the organization who also exhibit the RTS Values.
• Represents RTS; provides information and answers questions at customer events at the RTS Transit Center, quarterly open houses, and community information sessions.
• Assists in the training manuals, reference information, testing, and evaluation procedures.
• Enforces dress code and other policies and procedures.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• Minimum of five (5) years customer service experience; two (2) years of progressively responsible supervisory experience in a customer service or call center environment.
• High School Diploma or equivalent required. Associate's Degree or higher preferred.
• Experience working in a union environment and/or supervising union employees highly preferred.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent verbal and written communication skills; ability to communicate effectively with internal and external customers.
• Strong listening skills.
• Strong interpersonal and customer service skills; proven ability to provide excellent customer service.
• Ability to relate to a diverse set of employees and customers with a sense of approachability.
• Ability to motivate others to deliver exceptional customer service.
• Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar.
• Excellent computer skills including experience in software applications below is essential to perform the job (Microsoft Office, Salesforce CRM, Cisco Phone Agent Manager, Google Maps/Bing Maps).
• Strong typing and internet navigation skills.
• Strong organizational, planning, coordinating, and prioritizing skills; the ability to multi-task and handle multiple priorities and changes with timeliness and professionalism.
• Ability to work in a high-volume, high-pressure, deadline-oriented environment.
• Ability to work independently and within a team.
• Strong problem-solving skills.
• Willingness to learn and grow with the position.
• Consistent in attendance and stable work history.
• Detail-oriented.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate.

ADDITIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RGRTAwill make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.