Customer Service Supervisor at TriMet, OR

About the Department

The Customer Service Supervisor provides excellent customer service while ensuring that Customer Service Office staff do the same. This position also trains, supervises, coaches, monitors, and evaluates employee performance.

This role requires being onsite a minimum of four (4) days per week.

Ensure a commitment to safety and regulatory compliance through effective leadership, training, role modeling and implementing practices that demonstrate safety is a fundamental value and a priority in all aspects of work. 

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.  

Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top “Transportation and Logistics” employer in the state.

Position Duties

1. Supervise the activities of the Customer Service Office staff. Facilitate employee productivity, courtesy, accuracy, and cooperation to assure efficient, high quality service to customers. Monitor calls and provide feedback to staff as needed. Supervise telephone coverage between Customer Service telephone queues.
2. Act as a working supervisor handling customer inquiries and escalations via 238-RIDE, email, fax, mail or internet and work as needed. Assist with Customer Service Representative program work as needed.
3. Prepare shift schedules, relief, vacation rosters, and sign-up lists using reporting to make appropriate decisions. Prepare time sheets. Ensure proper preparation of system performance reports. Prepare memos and letters to customers and agencies as needed. Count, audit and reconcile fare instruments.
4. Act as liaison with other departments to assure that the Customer Service Office receives timely information, which includes special events and promotions, re-route service changes, and other TriMet information.
5. Develop training and teambuilding activities for Customer Service Representatives and Trip Planners to assure a productive, motivated work-group.
6. Recommend revisions to procedures and policies for the Customer Service Office.
7. Model and hold staff accountable to be sensitive to the special needs of customers, including those from culturally diverse backgrounds, the elderly, persons with disabilities, or other vulnerable populations. Respond to customer complaints and commendations appropriately by working with customers and staff.
8. Use Customer Service systems, including but not limited to the customer comments database, ATIS and the audio recording system to record telephone calls to address customer contacts and escalations. Review and report customer feedback seeking trends, hot topics, and identifying areas of improvement. Evaluate, define, research and respond to escalated complaints.

Minimum Qualifications

College level course work in business management or a related field is required.

Two (2) or more years of experience working in a call center environment or customer service field are required.

Two (2) or more years of experience working in a call center or in customer service at a supervisory level are required.

Other Qualifications

1. Knowledge of TriMet routes and services.
2. Knowledge of the Americans with Disabilities Act.
3. Knowledge of supervisory practices and procedures in human resource development.
4. Knowledge of current Working and Wage Agreement.
5. Demonstrated ability to manage a culturally diverse "activity center," including organization, delegation of authority, management reporting, teambuilding, and performance evaluation.
6. Ability to communicate clearly and effectively in writing and orally.
7. Ability to establish and maintain effective working relationships with employees, management and the general public, including those from culturally diverse backgrounds, the elderly, persons with disabilities and/or other vulnerable populations. Model excellent customer service.
8. Ability to analyze and resolve problems diplomatically.
9. Ability to work in a fast-paced environment, performing several tasks simultaneously.
10. Ability to use independent judgment and make decisions.
11. Intermediate skills with automated systems and Microsoft Office software including Word, Excel and Outlook.

Salary Range

Minimum: $36.36

Maximum: $48.48

Selection Process

Candidates will be selected based at a minimum on the result of:

1. Application Review (please include: Cover Letter and Resume)

2. Panel Interviews

3. Reference Check