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Open Position: Customer Service Supervisor

Click Customer Service Supervisor to apply online

General Statement of Job

Under general supervision of the Deputy Director of Operations and Support, the Customer Service Supervisor provides superior customer service and administrative support to customers, internal staff and board members by maintaining a positive attitude.

Essential Functions

Essential FunctionsThese are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Supervisory Responsibilities:

Directs the day to day operation of Customer Service Representatives and Cash Clerks to insure the objectives of the agency are met.

 

Establishes new hire and on-going training program for Customer Service Representatives and Cash Clerks.

Coordinates work with Customer Service Representatives and Cash Clerks to provide smooth flow and exchange of information.? Serve as back up to Customer Service Representatives and Cash Clerks as needed.

Develops schedules for Customer Service Representatives to ensure phones are covered at all times of operation of the department.

Customer Service:

Provide superior customer service to customers in person or by operating the agency multi-line phone, routes calls and takes messages.

Inform customers about routing, scheduling, promotion and ticket information either in person, by phone or via email.

Fulfills requests for route maps and other information upon request.

Greets customers and refers them to the appropriate staff member for further assistance, if needed.

Accepts delivery from outside vendors and delivers to the appropriate staff member.

Strong communication skills with the ability to understand the needs of low income, elderly and disabled people using empathy while maintaining sensitivity.

Customer Related Complaints:

Ability to respond to escalated customer complaints.

Responsible for investigating, resolving and reporting escalated customer related complaints.

Ability to work with a complaint process that requires several steps in the investigation phase.

Coordinates with other staff members and vendors in order to resolve customer complaints.

Acknowledge complaints in a timely manner; address complaints promptly and keep complainant informed throughout the process.

Explain complaint handling process and what the agency can and cannot do, the timeframe for investigating a complaint and when they might expect a response.

Keep personal information about the complainant confidential as possible while investigating the complaint.

Monitor LISTEN entries daily and follow through to resolution with given time period.

Administrative Support:

Provide administrative support to Deputy Director of Operations and Support by drafting, editing, and finalizing correspondence and documents intended for a range of audiences; ensures document accuracy.

Completes daily, weekly and monthly reports; ensures document accuracy.?? Assists in preparing visual and written presentations for use at Board meetings.? May be requested to attend Board Meetings.? Follows up on tasks assigned as a result of the meetings.

Additional Duties:

Performs other duties as required by the Executive Director.

Minimum Qualifications

An Associates degree in Business Administration and four years of relevant job experience or a high school diploma with ten years of relevant experience. Supervisory experience preferred.

Strong verbal and written communication skills, organizational skills, and the ability to work well with others.

General knowledge of Berkeley Charleston Dorchester Counties.

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expect delays on#rte7
The #rte7 will be running on Meeting St. to East Bay, and take Calhoun St. back to Meeting St.
The #rte104 is detouring from McMillan to St. John Ave. which turns into O'Hear. They will continue on O'Hear to Montague.
The following routes have resumed normal service: #rte30, #rte40, #rte12, #rte211, #rte210, #rte31, #rte42, #rte41,… twitter.com/i/web/status/1…
All #expressrt1, #epressrt2, and #expressrt3 are scheduled to run their routes as designed.
At this time, we are still experiencing delays and/ detours on several routes. #rte10 and #rte11 are not able to go… twitter.com/i/web/status/1…
expect delays on all routes
Expect delays on #rte42.
Expect delays on #xp3.
expect delays on #rte32
expect delays on #rte103
expect delays on #rte32
expect delays on #xprte1
expect delays on #rte20
expect delays on #rte203
expect delays on #expressrte4
expect delays on #rte12
expect delays on #rteex4
expect delays on #rte13 and #rte104
expect delays on #rteex2
expect delays on #rte33
expect delays #rte10,#12
expect delays #rte11,#rte12,#rte103,#rte3
Expect delays on #rte10.
expect delays on #rte103 and #rte102
expect delays on #RTE33
expect delays on RTE 10
# Expect Delays on RTE 12
expect delays on #rte11
expect delays on #rte12
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