15 days old
2018-04-102018-05-15

Transit Center Supervisor

Newport News, Virginia 23607
  • Job Type
    Employee
  • Job Status
    Full Time
Position:               Transit Center Supervisor
Department:        Customer Service
Reports To:          Customer Service Manager
Salary Range:     $40,135 - $51,172
 
The Transit Center Supervisor is responsible for daily customer service operations at the Transit Centers, including fare sales, consignment audits, public information, customer inquiries, cash handling procedures, and coordination of customer eligibility and I.D. programs.
 
Essential Job Functions:
(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)
  • Supervises, plans and manages daily functions related to customer service, including ticket sales, at Transit Centers.
  • Acts as a source of information and answers representative’s questions, assigns task, follows up and gives instructions as need.
  • Supervises employees as well as light duty personnel who may be assigned to work in the Transit Centers.
  • Analyze call volumes and call abandon rates to identify scheduling requirements, problem area and to document performance measurements.
  • Ensure that representatives obtain the appropriate training and support to best apply their knowledge and skills on the job and achieve performance goals.
  • Measure and evaluate performance of representatives; address deficiencies as needed and maintain complete and accurate records.
  • Meet with Customer Service Manager to discuss changes, suggestions or ideas for overall improvement of representatives and meeting needs of the customer.
  • Prepares and directs scheduling, attendance shifts and breaks as needed and maintain adequate work coverage at Transit Centers.
  • Responsible for all fare media sales, consignments, Consignment Audit processes and training of new hires for fare media sales. Ensures sales are conducted and consignments are monitored, reconciled and maintained in accordance with HRT policies and procedures.
  • Ensures compliance with organization polices and procedures.
  • Represent the department during community relation functions, meetings, etc.
  • Works with Customer Service Manager to follow up and resolve complaints or representatives concerns.
  • Holds weekly huddle sessions and makes suggestions for overall representative’s performance.
  • Monitors key performance indicators are being met daily.
  • Communicates daily department and individual stats to representatives.
  • Carries out supervision, coaching, reviewing and disciplinary of representatives.
  • Monitor the departmental work flow of customer service representatives, create performance standards and provide timely feedback in the form of commendations and appropriate disciplinary action as needed.
  • Ensure staff performance is in compliance with established procedures and meets or exceeds departmental standards
  • Assists other departments with assignments as necessary.
  • Serve as liaison between the Finance department and Customer Service department.
  • Work with Call Center Supervisor to design and update sales training material.
  • Prepare and maintain database reports regarding revenue sales at each center.
  • Maintain thorough knowledge of all transit services, routes, schedules, transfer points, fares, and other related programs affiliated with customer service department.
  • Keeps Customer Service Sales Representatives informed of service changes, detours, accidents and any alterations or deviation from regular information through customer alerts.
  • Will make recommendations on adjusting staffing schedules and performance standards so that efficient customer service is the end result.
  • Will solicit input for ways to improve internal and external customer relations.
  • Meeting and/or exceeding Customer Service Leadership standards: ethical conduct gets results, customer focus, coaching and developing people, strategic leadership, planning and organizing, initiation, innovation and adaptability.
  • Communicating solutions, successes and opportunities to the Director of Customer Service
  • Enforce Dress Code at Transit Centers.
  • Manage records created and received in compliance with the Hampton Roads Transit Records Management Policy and Procedures.
  • Responsible for maintaining a general awareness of HRT’s EMS
  • Responsible for handling all related job responsibilities in accordance to HRT’s Environmental Policy, relevant EMS Standard Operating Procedures, and Emergency Management Plan
  • Responsible for ensuring employees in their respective functional areas have adequate training and tools necessary to meet the requirements of the EMS procedures and SOPs
  • Responsible for observing and evaluating required EMS competencies among employees in their respective functional areas
  • Prepare and/or coordinate with other departments any documentation required in support of the FTA triennial reviews, drug and alcohol audits, independent audits, state audits, EEO Program audit, etc.
  • Will perform other duties as assigned.

Requirements

Required Knowledge, Abilities and Skills essential to Job Functions:
Must have knowledge of call center functions, sales and route information.  Must exercise patience, concern, and efficient telephone protocol at all times.  Must work outside regular business hours and work overtime to assure that the department is properly staffed and is meeting customer needs.  Responsible for liaison with other departments.  Must have knowledge of office and proper telephone protocol and ability to read and interpret schedules, media releases, etc.  Exceptional planning, coaching, prioritizing and organizational skills. Must be able to communicate verbally and written with internal and external customers.
 
Required Software Knowledge and Skills essential to Job Functions:
Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential.  Basic problem solving skills associated with software applications used is expected.   Software usage relevant to job duties will be evaluated.
 
Software applications:
Experienced in Microsoft Office Application with emphasis in PowerPoint and Excel.
 
Training and/or Education:
Associate degree or higher preferred.  Comparable experience may be substituted for education.  
 
Required Experience:
Minimum of five (5) years customer service experience; and supervisory experience preferred.
 
Licenses or Certificates:
Virginia Driver’s License
 
Special Requirements:
Must have knowledge of all transit services, routes, schedules, transfer points and fares.  This position is classified as essential personnel.
 
FLSA Status:
Exempt
 
Physical Demands:
Work requires operation of switchboard, telephone equipment, and computer.  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.
 
Unusual Demands:
Must be flexible for scheduling work hours and be able to work occasional evenings and weekends.  Reporting to work during severe weather conditions may be required.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.

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Transit Center Supervisor

Hampton Roads Transit
Newport News, Virginia 23607

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Hampton Roads Transit
Newport News, Virginia

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