Customer Services Supervisor

Description
Under general direction, the Customer Services Supervisor supervises personnel involved in handling incoming customer communications at a telephone contact center, supervises and supports staff at multiple retail sales and service centers, ensures the timely delivery of transportation information materials throughout Santa Clara County, and coordinates field customer service activities.

The Ideal Candidate 
A compassionate leader who is passionate about customer service, can make meaningful connections with customers and team members. They are dedicated to delivering exceptional service while motivating their team to grow and excel. This individual is proactive, solution-focused, and committed to driving excellence in a dynamic environment.  
About Customer Service Department

It’s not just a department, it’s an organizational philosophy. We all deal with customers every day - some of us interact with our passengers, some of us engage community groups, others of us assist fellow staff members. Though our department is “Customer Service”, we should all remember that we are here to help our customers. From operators who help passengers, to mechanics who ensure our equipment operates efficiently, to the folks in payroll who make sure we have our checks, to the General Manager of the organization. When you boil it all down we are here for our customers.

We should all portray a positive image for VTA in all of our interactions, even though it can be difficult at times. It may sound like we are in elementary school again, but the single best thing to keep in mind is the “Golden Rule” - treat others as you would like to be treated. A “please” or “thank you” is easy to say and it makes a big difference to our customers. Also, a little sympathy and empathy helps our customers know they are important to us.

So please pay special attention to how you interact with your customers today and realize that you too are part of “Customer Service.” 

About VTA 

The Santa Clara Valley Transportation Authority employs more than 2,000 people dedicated to providing solutions that move Silicon Valley. Unique among transportation organizations in the San Francisco Bay Area, VTA is Santa Clara County’s authority for transit development and operations (light rail and bus), congestion management, transportation-related funding, highway design and construction, real estate and transit-oriented development, and bicycle and pedestrian planning. With local, state, and federal partners, VTA works to innovate the way Silicon Valley moves and provide mobility solutions for all.  

Santa Clara Valley Transportation Authority (VTA) is an independent special district that provides sustainable, accessible, community-focused, innovative, and environmentally responsible transportation options promoting the region's vitality. VTA provides bus, light rail, and paratransit services and participates as a funding partner in regional rail services, including Caltrain, Capital Corridor, and the Altamont Corridor Express.  To learn more, go to: vta.org.  

Our Community

Santa Clara County, sometimes referred to as “Silicon Valley”, is unique for its innovation, natural attractions, and social diversity. With numerous amenities and perfect weather, it has long been considered one of the best places in the United States to live and work. calendar of festivals and celebrations supports the community spirit. Nearby open space provides easy access to mountain parks, trails, lakes, streams, and beautiful coastal beaches. San José has received accolades for its vibrant neighborhoods, healthy lifestyle, and diverse attractions from national media, including Business Week and Money magazines.  

The county’s population of 1.9 million is the largest in Northern California and is rich in ethnic culture and diversity. Enjoy access and the option to explore our closely neighboring counties of San Francisco and Alameda. 

Classification Bargaining Unit: AFSCME

 Application Deadline: Posting will close 11:59pm on Friday, February 7, 2025Typical Tasks

• Supervises the work of subordinate personnel, adjusts work and shift schedules and applies disciplinary policies;
• Supervises and assists in the receipt of, response to, and reporting of, customer communications;
• Supervises the placement and distribution of printed informational materials;
• Supervises the processing of transit cards, sales of tickets and passes, and customer issues/concerns;
• Settles cash drawer and investigates/corrects out-of-balance conditions;
• Supervises outreach programs assigned to the Customer Service Department;
• Assists in coordinating activities and events with VTA staff, including Community Outreach and the Youth Outreach Partnership program;
• Collects, analyzes, and reports on management information;
• Develops and conducts new and on-going employee training programs;
• Monitors work for quality assurance and consistency;
• Collects and interprets customer service performance data to identify areas for improvement;
• Monitors service levels for communications channels and takes appropriate action to ensure customer service responsiveness;
• Enforces attendance programs and processes paperwork for Family Medical Leave Act (FMLA), Pregnancy Disability Leave (PDL), and Industrial Injury issues;
• Manages departmental workload and assigns resources to maximize efficiencies;
• Administers VTA policies and procedures;
• Develops, updates, and implements departmental procedures and manual;
• Investigates and follows up on customer complaints;
• Prepares correspondence and reports;
• Maintains good public relations and good working relations with staff;
• Motivates employees to ensure consistent high quality customer service;
• Monitors and operates computerized and technical equipment and resolves operational problems;
• Uses technology tools to ensure efficient and effective customer service;
• Represents VTA before various public groups;
• Supervises staff engaged in customer communication through multiple communications channels including telephone, email, letters, social media, email subscriptions, informational signs, and web pages;
• Performs related duties as required.

 
 Employment Standards

Sufficient training, education, and experience which demonstrates possession and direct application of the required knowledge, skills, and abilities.

Development of the required knowledge, skills, and abilities is typically obtained through a combination of training, education, and experience equivalent to two years of college course work in business administration, or a related field, and two (2) years of increasingly responsible experience in a customer service contact center. Supervisory or lead experience is required, and experience working with a public transportation agency is desirable.

Possession of a valid California driver's license is required.

Must be willing to work various shifts, unusual hours, nights, weekends, and holidays.

Knowledge of:

• Telephone courtesy and techniques for delivering excellent customer service;
• Call center operation;
• Communication techniques for multiple channels including telephone, social media, and written;
• Principles and practices of customer relationship management (CRM);
• Principles and practices of public information distribution;
• Principles and practices of supervision, training, motivating, counseling and discipline;
• Principles and practices of public transportation operations;
• Contemporary business equipment operation and commonly used business software;
• Principles of public relations and customer service.

Ability to:

• Effectively supervise and train subordinate staff in a variety of areas in order to distribute information and materials to customers;
• Keep abreast of current and new customer service communications channels;
• Handle complex customer issues that have been escalated beyond agents and leads;
• Identify, create, and implement work procedures to ensure accurate and consistent service delivery;
• Manage customer queues;
• Establish effective communication with staff and the public;
• Apply coaching and discipline effectively and consistently;
• Read, write, and speak professionally;
• Weigh competing demands, set priorities quickly, and make decisions;
• Interpret and apply laws, rules, regulations, and labor contract provisions;
• Write and present reports clearly and concisely;
• Communicate clearly and effectively under stress, both orally and in writing;
• Maintain high work standards;
• Operate a personal computer using common software applications;
• Learn and use specialty software and technology tools as needed;
• Learn the procedures and operation of, and troubleshoot communication equipment used in, the customer service center;
• Work flexible shifts;
• Be available on call during holidays and weekends, as needed;
• Establish and maintain cooperative relationships with those contacted in the course of work.

What’s in it for You? 

Health: VTA participates in a CalPERS-sponsored medical plan with VTA contribution to employee and dependent premium health insurance premiums. Employees pay a monthly contribution of any amount in excess of the Kaiser Bay Area Family rate.  

Flex Spending Account: $300 employer-funded Health FSA for eligible employees  

Vision: VSP full premium for employees and eligible dependents  

Dental: Delta Dental full premium for employees and eligible dependents  

Leave: 17 days of vacation (accrued), 80 Hours of sick time (accrued), 12 paid holidays per year, and 1 floating holiday per year. 

Retirement:  

- Participation in CalPERS  

• Classic Members: 2%@55 
• PEPRA Members: 2%@62 

- 457 Deferred Compensation Plan (voluntary)  

•  457 pre-tax 
• 457 Roth 
• Self-directed brokerage account option for qualifying employees 

- Retiree medical coverage for eligible employees with VTA contributions to the retiree’s medical premium  

Additional perks: 

- All active full-time employees and their eligible dependents are eligible for transit passes for use over VTA lines, including VTA Paratransit services.  

- Employee Assistance Program (EAP) is available to each employee, eligible dependent, and household member, 24 hours a day, seven days a week.  

- Tuition Reimbursement  

- Professional Development Fund  

- Wellness Programs  

As we continue to implement our VTA Forward Plan, we aim to strengthen and increase our workforce to take on future opportunities and challenges by elevating our people and our services.  

For more information about our VTA Forward Plan, visit: https://www.vta.org/VTAForward  

General Instructions 

Please read this entire job announcement before applying for the position. Print and keep a copy of this announcement so that you can refer to it. Questions not answered within this job announcement may be sent to personnel@vta.org.  

To ensure consideration, completed applications must be submitted online to the Human Resources department by the stated closing time and date posted. When the stated closing date is “continuous,” apply immediately; the position may close without notice. You will receive an immediate email confirming receipt of your submitted application. If you do not receive this email, contact NEOGOV's Applicant Assistance Line at (855) 524-5627 between 8:00AM to 5:00PM (PST) Monday through Friday, excluding holidays.  

Only on-line applications will be accepted for this recruitment (paper applications or resumes will not be accepted). Job Interest Notification Cards, or copies of previous, partial, or un-submitted applications, are not an acceptable substitute to a completed application.  

ALL APPLICATION AND TESTING NOTIFICATIONS WILL BE SENT BY E-MAIL. Applicants should select e-mail as the preferred method of notification. Candidates must maintain an up-to-date, valid and reliable e-mail address. Candidates are also responsible for maintaining up-to-date phone numbers and addresses on their on-line account. Due to the number of applications received, candidates must check their application status through their on-line account. Contact NeoGov for assistance if needed.  

Information on how to apply for jobs at the VTA is available on the VTA Employment website and from the NEOGOV's Applicant Assistance Line (855) 524-5627. NeoGov Applicant support is available from 8:00AM to 5:00PM (PST) Monday through Friday, excluding holidays.  

Americans with Disabilities Act Accommodations  

The Human Resources Department will make reasonable efforts in the recruitment/examination process to accommodate applicants with disabilities. If you wish to request an accommodation, call the Human Resources Department at (408) 321-5575 or email at Personnel@vta.org. 

 Application Processing Information  

All related current and past work experience (including VTA experience) must be listed and fully described in the Work Experience section of the application ("See Resume" is not acceptable). Incomplete or improperly completed online applications may be rejected even if you are qualified for the position for which you are applying. It is your responsibility to ensure that the online application reflects the work experience and education needed to meet the requirements for the position you are applying for. Although your resume may have all your experience and education details, please make sure to complete each section of the online application to ensure that your information is accurately captured during our screening process.  

All applications are subject to review as to meeting minimum qualifications at any point in the recruitment process. Passing any step is no guarantee of continuation if it is determined that the applicant does not meet the minimum qualifications as stated in the class specification.  

Candidates found to have exaggerated/falsified their qualifications, experience, training, and/or education may be disqualified at any point in the recruitment process and may be denied future employment with the VTA.  

If selected for the position, candidates will be required to complete a criminal conviction disclosure form. Candidates who successfully become VTA employees, and fail to disclose any of the criminal background information as required may be subject to discipline up to and including discharge.  

Eligible Lists typically remain in effect for six (6) months. However, Human Resources may abolish Eligible Lists at any time during the six (6) month period. Human Resources may extend eligible Lists for up to two (2) years. Eligible Lists may be used for more than one recruitment. If you have questions related to an Eligible List you might be on or were on, you should contact Human Resources.  

If you have questions regarding your status as an applicant for this position, please call the Human Resources Department at (408) 321-5575 or email at Personnel@vta.org.  

VTA is committed to providing reasonable accommodations to applicants and employees with disabilities or religious needs, absent undue hardship. 

VTA is an equal employment opportunity employer. VTA does not and will not tolerate discrimination against applicants or employees on the basis of age, ancestry, color, marital status, mental or physical disability, genetic information, national, origin, immigration status, political affiliation, race, religion, creed, sex, gender identity, gender expression, sexual orientation, pregnancy, medical condition, disabled veteran or veteran status, etc. 

Salary : $113,245 - $137,579