Customer Service Supervisor
Customer Service Supervisor
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Job Description
Close Date: Monday May:00 AM
Department: Charlotte Area Transit System Department
Customer Service
Salary: $57691.48 $72114.35 Commensurate with Experience
SUMMARY
The Customer Service Supervisor at the Charlotte Area Transit System (CATS) plays a crucial role in overseeing customer service pass sales operations and staff . Key responsibilities encompass a wide range of tasks such as researching data addressing escalated calls employee complaints overseeing staff attendance and schedules addressing employee concerns preparing reports and schedules contributing to training eff orts conducting employee performance evaluations and streamlining operational process. Candidates must be flexible and occasionally work weekends.This role actively supports the CATS Customer Service Manager in ensuring that CATS pass sales team consistently delivers exceptional customer service.
Major Duties and Responsibilities:
Team Leadership:
Supervises directs assists plans organizes assigns and coordinates work of assigned customer service team.
Coordinate and schedule activities to ensure efficient and effective service ensuring adequate coverage to meet workload demands.
Lead train and motivate a team of customer service representatives within CATS Pass Sales.
Provide ongoing training and development opportunities to enhance team members skills and product knowledge.
Establish performance goals monitor progress and conduct monthly performance reviews.
Develop strategies and recommendations to enhance reliability efficiency and overall customer service.
Conduct regular team meetings and oneonone sessions within individual team members.
Conduct comprehensive new hire training covering customer service skills and the CATS system as well as ongoing refresher training for all Customer Service staff .
Prepare assembles and delivers training materials and curriculum developed and established by customer service supervisory staff . Maintains training manuals modules reference materials and job aids.
Document and maintains records of staff performance including observations made during training and quality assurance call monitoring.
As part of your responsibility to support the CATS Safety Culture report safety concern and issues through the various methods established by CATS as outlined in the Agency Safety Plan
Customer Support:
Analyze investigate and respond to a wide range of issues and concerns including the handling of complex and sensitive customer complaints while ensuring disputes are resolved appropriately. Collaborate with service providers when necessary.
Handle escalated customer inquiries or complaints ensuring timely and satisfactory resolutions.
Act as a point of contact for complex or highpriority customer issues.
Maintain a deep understanding of the companys products services policies and procedures.
Customer Feedback:
Gather and analyze customer feedback to gain insights into pain points and areas for improvement.
Implement strategies to enhance customer satisfaction and loyalty based on feedback.
Communication:
Effectively communicate with management to ensure a unified approach to customer support.
Regularly update team members on relevant issues programs and activities.
Collaborate with Call Center Supervisor to relay customer insights and feedback.
Participates and/or assists in supervisory activities such as communicating performances issues assessing leave requests.
Represents CATS at meetings and events; makes presentations to agencies and public groups.
Quality Assurance:
Implement quality control measures to ensure consistent and accurate responses to customer inquiries.
Conduct periodic quality checks and audits on customer interactions.
Crisis Management:
Handle customer complaints and critical incidents with a composed and effective approach.
Develop and execute crisis management strategies when necessary
Reporting:
Prepare regular reports on team performance customer feedback and operational metrics.
Present findings and recommendations to senior management.
Maintain the customer service manual and policies
KNOWLEDGE SKILLS & ABILITIES:
Customer Service Expertise:
Indepth understanding of customer service principles and practices.
Ability to develop and implement customer service strategies to enhance customer satisfaction and loyalty.
Proficiency in addressing customer inquiries complaints and resolving issues effectively.
Communication Skills:
Excellent verbal and written communication skills.
Ability to communicate clearly empathetically and professionally with customers and team members.
Skill in adapting communication style to suit different situations and personalities.
Leadership and Management:
Strong leadership skills to guide motivate and coach customer service teams.
Ability to lead by example and foster a positive work culture.
ProblemSolving and DecisionMaking:
Aptitude for analyzing complex customer issues and providing innovative solutions.
Ability to make sound decisions quickly while considering the impact on customers and the business.
Empathy and Patience:
Empathetic attitude to understand customers concerns and needs
Patience in dealing with challenging or upset customers while maintaining professionalism
Conflict Resolution:
Proficiency in resolving conflicts and managing difficult situations with customers and within the team
Skill in deescalating tense situations and finding mutually beneficial solutions
Data Analysis and Reporting:
Ability to analyze customer service data and metrics to identify trends areas for improvement and performance gaps.
Skill in preparing and presenting regular reports to upper management.
Technical Proficiency:
Familiarity with customer relationship management (CRM)software and other relevant tools.
Capability to navigate and leverage technology to enhance customer experiences.
Time Management and Prioritization:
Effective time management skills to handle multiple tasks prioritize activities and meet deadlines.
Ability to allocate resources efficiently to optimize service delivery.
Team Collaboration:
Collaboration skills to work closely with crossfunctional teams such as sales marketing and product development.
Willingness to share knowledge and best practices with team members
Continuous Improvement:
Dedication to continuously improving processes and procedures to enhance the customer service function.
Openness to receiving feedback and adapting strategies accordingly.
Cultural Sensitivity:
Awareness and respect for cultural differences to provide a positive customer experience to a diverse customer base.
MINIMUM QUALIFICATIONS:
Requires a high school diploma or equivalent with three to five years of experience or a twoyear college degree with three years experience or a bachelors degree in business management or a related fi eld (or equivalent work experience). Flexibility to adapt to changing business needs and customer expectations.
Proven experience in customer service management or a similar role.
Strong leadership communication and interpersonal skills.
Excellent problemsolving and decisionmaking abilities.
Proficiency in customer service software CRM systems and Microsoft Office Suite.
Analytical mindset with the ability to use data to drive improvements.
Exceptional conflict resolution and negotiation skills.
PREFERRED QUALIFICATIONS:
Banking knowledge
Transit industry knowledge
CONDITIONS OF EMPLOYMENT
The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a preemployment drugscreening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
HOW TO APPLY
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street Suite 200 Charlotte NC 28202. Our hours are Monday through Friday 8 a.m. to 5 p.m. (EST) excluding official City holidays.
For questions about your application or the hiring process please email .
The City of Charlotte is committed to making the job application process accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modification will be provided. To make a request please email callor visit us in person at700 4th St. Charlotte NC 28202.
BENEFITS
The City of Charlotte provides a comprehensive benefits package to all employees.
Clickhereto learn more about the City of Charlottes benefits.
The City of Charlotte is a drug and alcoholfree workplace.
Required Experience:
Manager
Employment Type
Full-Time
