Krys' Prod Account

Job Under general direction, the Customer Services Supervisor supervises personnel involved in handling incoming customer communications at a telephone contact center, supervises and supports staff at multiple retail sales and service centers, ensures the timely delivery of information materials, and coordinates field customer service activities. To view the Satisfactory Driving Record requirements, click the 'Motor Vehicle Record Evaluation Guideline link'. For information on obtaining a CDL, follow the link.

Examples of Duties / Knowledge & Skills Typical Tasks Supervises the work of subordinate personnel, adjusts work and shift schedules and applies disciplinary policies; Supervises and assists in the receipt of, response to, and reporting of, customer communications; Supervises the placement and distribution of printed informational materials; Supervises the processing of transit cards, sales of tickets and passes, and customer issues/concerns; Settles cash drawer and investigates/corrects out-of-balance conditions; Supervises outreach programs assigned to the Customer Service Department; Assists in coordinating activities and events with staff, including Community Outreach and the Youth Outreach Partnership program; Collects, analyzes, and reports on management information; Develops and conducts new and on-going employee training programs; Monitors work for quality assurance and consistency; Collects and interprets customer service performance data to identify areas for improvement; Monitors service levels for communications channels and takes appropriate action to ensure customer service responsiveness; Enforces attendance programs and processes paperwork for Family Medical Leave Act (FMLA), Pregnancy Disability Leave (PDL), and Industrial Injury issues; Manages departmental workload and assigns resources to maximize efficiencies; Administers policies and procedures; Develops, updates, and implements departmental procedures and manual; Investigates and follows up on customer complaints; Prepares correspondence and reports; Maintains good public relations and good working relations with staff; Motivates employees to ensure consistent high quality customer service; Monitors and operates computerized and technical equipment and resolves operational problems; Uses technology tools to ensure efficient and effective customer service; Represents organization before various public groups; Supervises staff engaged in customer communication through multiple communications channels including telephone, email, letters, social media, email subscriptions, informational signs, and web pages; Performs related duties as required. Minimum qualifications & Requirements Employment Standards Sufficient training, education, and experience which demonstrates possession and direct application of the required knowledge, skills, and abilities. Development of the required knowledge, skills, and abilities is typically obtained through a combination of training, education, and experience equivalent to two years of college course work in business administration, or a related field, and two (2) years of increasingly responsible experience in a customer service contact center.

Supervisory or lead experience is required, and experience working with a public transportation agency is desirable. Possession of a valid California driver's license is required. Must be willing to work various shifts, unusual hours, nights, weekends, and holidays.

Supplemental information Knowledge of: Telephone courtesy and techniques for delivering excellent customer service; Call center operation; Communication techniques for multiple channels including telephone, social media, and written; Principles and practices of customer relationship management (CRM); Principles and practices of public information distribution; Principles and practices of supervision, training, motivating, counseling and discipline; Principles and practices of public transportation operations; Contemporary business equipment operation and commonly used business software; Principles of public relations and customer service. Ability to: Effectively supervise and train subordinate staff in a variety of areas in order to distribute information and materials to customers; Keep abreast of current and new customer service communications channels; Handle complex customer issues that have been escalated beyond agents and leads; Identify, create, and implement work procedures to ensure accurate and consistent service delivery; Manage customer queues; Establish effective communication with staff and the public; Apply coaching and discipline effectively and consistently; Read, write, and speak professionally; Weigh competing demands, set priorities quickly, and make decisions; Interpret and apply laws, rules, regulations, and labor contract provisions; Write and present reports clearly and concisely; Communicate clearly and effectively under stress, both orally and in writing; Maintain high work standards; Operate a personal computer using common software applications; Learn and use specialty software and technology tools as needed; Learn the procedures and operation of, and troubleshoot communication equipment used in, the customer service center; Work flexible shifts; Be available on call during holidays and weekends, as needed; Establish and maintain cooperative relationships with those contacted in the course of work.