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Customer Service Supervisor

3 months ago

Leesburg, United States Keolis Full time

Knowledge and Experience 

2 years of transit environment experience required Intimate understanding of how operational ratios/performance indicators translate into safety excellence, financial performance, contract compliance, and customer satisfaction Bachelor’s Degree preferable or any combination of education and experience Comprehensive knowledge of public management and organization theories principles, practices and techniques Thorough knowledge of ADA, DMV & DOT requirements and other basic laws ordinances and regulations underlying the transit operation Computer literate and data driven Ability to communicate effectively with state and local government Strong written and oral communication skills; excellent presentation skills; ability to influence people at all levels of the organization Ability to work positively and effectively with all levels of the transit and customer organizations Positive labor relation skills and knowledge Experience with fixed route, commuter service and paratransit scheduling software Clever Device and Dispatch Control System, and maintenance software desirable Must pass a pre-employment drug test and background check

Accountabilities / Responsibilities

Responsible for providing excellent internal and external customer service, assisting transit operators as needed, and working independently with minimal supervision This position is responsible for responding to and answering inquires and obtaining information for the general public, customers, visitors, and other interested parties Must be able to gather data, approve and submit Daily Operations Report Ensures positive employee / labor relations, fosters employee engagement/recognition Assists other departments with administrative tasks as time allows and commensurate with the level of the CSR Develop and conduct customer experience training classes for frontline employees Analyze customer comments and collaborate with department heads to develop actions plans to address trending issues Backup support to reservations and dispatch Monitor and document daily service operation (customer service, safety and on time performance) Remain fully knowledgeable of Loudoun’s service area, routes and fares, Loudoun County and Keolis’ Operations Policies and Procedures, Daily Bulleting and Detours Coordinate with dispatch of all service adjustments to maintain frequency of return buses to their scheduled departure Understands, interprets, and applies related laws, rules, regulations, policies procedures, and labor/management agreements Analyzes situations, identifies problems, implements solutions, and evaluates outcomes Prepares reports and correspondence Administer coaching, counseling and corrective action if an employee fails to comply with company policy Ensure that service to the public remains on schedule and professional Ability to maintain a high level of professionalism with internal and external callers to establish a positive rapport with every caller Ability to manage multiple lines of communication Monitor all service levels to ensure customer service performance goals are met Communicate and know where Road Supervisors are and use them to assist with service Other duties as assigned