Job description

Three Rivers Regional Commission

Transit Department

Customer Care Supervisor (Exempt)

Primary Responsibility:

The Customer Care Supervisor will be responsible for supervising the transit call center. The call center schedules transit trips, coordinates with drivers, and provides customer service. You will be the central contact for drivers, customers, internal staff, and the community. You will assist in hiring and training customer care representatives, monitoring their progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers. Responsible for gathering information, tracking data, and reporting it up to the Operations Manager.

Summary of Duties:

· Develop vehicle operating routes and schedules that deliver transportation services efficiently

· Be the point of contact for escalated calls

· Provide incident resolution

· Answer calls and schedule transit trips when necessary

· Assist in the formulation of goals for individuals and teams

· Answer questions from staff and providing guidance and feedback

Qualifications and Requirements:

· Working knowledge of MS Office

· Tech savvy with knowledge of telephone equipment and relevant computer programs

· Knowledge of performance evaluation procedures

· Outstanding communication and negotiation abilities

· A results-oriented approach

· Call monitoring, coaching, training, disciplining, & supervising customer care representatives.

· Strong understanding of transit policies, and services.

· Excellent organizational and leadership skills

· Ability to work under pressure

· Knowledge of areas serviced & how to navigate each

Education and Experience:

· High school diploma

· Must be 21 years of age

· Must have a valid driver's license

Physical Requirements:

· Ability to pass a Background Check

· Must pass a drug screening

· Prolonged periods of sitting

Preferred Qualifications:

· Experience in scheduling/ dispatching

· Experience as customer care supervisor or similar supervisory position

Job Type: Full-time

Pay: $48,256.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Griffin, GA 30223: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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