Customer Service Supervisor
Position open until filled
Please note that only complete applications will be considered. When you apply for open positions, you must complete the work history section by including all information from your last three (3) employers (to include ten (10) years of verifiable work history). Work history must be complete with addresses, phone numbers and dates along with detailed work duties (do not write "see resume"). Please refer to the "How to Apply" instructions on our website:
Supervises staff in the Mobility Services Department. Continuously monitors shift performance; handles, resolves and responds to escalated customer service concerns; provides exceptional quality of service in the assistance of customers; and ensures staffing levels are maintained for optimal efficiency. As part of the Mobility Services management team, position is responsible for ensuring daily paratransit trip performance is monitored and makes scheduling adjustments as necessary to maximize on-time performance, and to minimize customer wait times and service disruptions; acts as quality liaison between LYNX and paratransit contractor.
This position is considered safety-sensitive and subject to the provisions of the Substance Abuse Program Policy for Safety Sensitive Positions.
Supervises activities of staff; adjusts work and shift schedules; and applies disciplinary policies as instructed by Manager of Customer Service or as needed; selects or recommends for hire; terminates or recommends for termination.
Supervises and assists in the receipt of, response to, and reporting of, employee and customer communications; investigates and follows up on customer complaints.
Supervises the processing of fare media sales; audits and maintains pass inventory.
Monitors and tracks performance data of the Call Center telephone recording system.
Develops and conducts new and on-going employee training programs.
Ensures optimal staffing levels by scheduling staff, recording and tracking attendance, and monitoring arrival and departure times, vacations, etc.
Creates, maintains, and processes reports and other paperwork of the Mobility Services Department, and makes recommendation to the Manager of Customer Service based on findings.
Performs cash control duties, to include settling cash drawers and investigating/correcting out-of-balance conditions.
Ensures compliance with policy and procedures and interprets same for staff as needed.
Monitors and operates computerized and technical equipment and resolves operational problems.
Uses technology tools to ensure efficient and effective customer service.
Represents LYNX before, and corresponds with, various public groups.
Maintains good public relations and good working relations with staff.
Oversees, reviews and approves expenditures for area of responsibility and provides financial data for budgeting purposes.
Develops and conducts presentations / projects.
Monitors paratransit trips for customer efficiencies and service targets.
Monitors street closings, detours, and weather conditions for route interruptions; identifies solutions for maintaining on-time service.
Identifies performance inefficiencies such as late trip pick-ups, late trip drop-offs, extended customer ride time, and customer dissatisfaction; recommends immediate corrective action when necessary to maintain system productivity.
Acts as staff liaison between LYNX and contracted partner.
Communicates regularly with contractor staff; makes recommendations for solutions to improve service inefficiencies; monitors adherence to adopted solutions.
Communicates with customers to inform them of trip modifications and addresses any concerns that they may have.
Collects and tracks performance data; identifies trends that may have an impact on service delivery; provides a weekly performance summary to management
Communicates with LYNX management regarding issues that may negatively impact the contractor’s ability to provide service as well as issues that may negatively impact LYNX’s image to the public.
Performs other duties as may be required or assigned.
Associate’s degree from a regionally or nationally accredited college or university in business, management, or a related field.
Minimum of two years of customer service experience in a lead or supervisory capacity.
Two years of supervisory experience beyond the minimum required may be substituted for one year of the required education.
Experience working in paratransit or fixed-route bus service.
Previous training experience.
Knowledge, Skills, and Abilities (KSAs):
Knowledge of the principles and practices of effective customer service, customer relations, and complaint resolution.
Knowledge of pertinent federal, state, and local laws, codes, and regulations governing public transportation for seniors and individuals certified under the Americans with Disabilities Act (ADA) and Transportation Disadvantaged (TD) programs.
Knowledge of telephone courtesy and techniques for delivering excellent customer service.
Knowledge of call center operations.
Ability to effectively select, supervise, train, discipline, and terminate staff.
Ability to ensure a positive customer service experience by anticipating customer traffic and effectively scheduling and assigning personnel.
Proficiency in Trapeze Pass and Flex software modules with the ability to recognize paratransit trip scheduling parameters, inefficiencies, and potential scenarios that could negatively impact paratransit service. Must be able to decipher Trapeze trip itinerary and scheduling wizard sections; must know how to look up individuals runs by driver and vehicle number.
Ability to learn and maintain knowledge of all LYNX services, operational guidelines, processes and procedures within the Mobility Services Department.
Ability to handle cash, audit Point of Sale (including operation, reports, programming, and statistics), and cash balancing procedures.
Ability to effectively address and resolve issues of concern to customers in a tactful and courteous manner.
Ability to work in and lead a team environment.
Ability to operate a motor vehicle
Ability to represent LYNX at community forums.
Ability to exhibit a professional, courteous demeanor.
Ability to work in a diverse environment.
Excellent communication and interpersonal skills, including the ability to establish and maintain positive working relationships with those encountered in the course of work using principles of excellent customer service.
Work Environment and Special Considerations:
Will work flexible shifts; nights, weekends and holidays.
Will be available on call as needed.
Must possess and maintain a valid Florida driver’s license and safe driving record.
Will travel between various work locations and attend community events as needed.
LYNX provides the community with much needed public transportation, and it is important for the Agency to resume its services as quickly and as safely as possible in the event of any natural, technological, or human-caused emergency or disaster. This position is considered a mission critical member of LYNX’s emergency preparation and response efforts during an emergency or disaster and as such, may be asked to work during these emergencies or disasters.
LYNX fully commits itself to providing equal opportunity to all persons without regard to race, color, national origin, sex, age, religion, or disability.
Salary: Depending on Qualifications plus benefits
For more information about the benefits we offer, please visit http://www.golynx.com/careers/benefits.stml