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Under limited supervision, responsible for supervising and training assigned staff in a customer service operations environment. Ensures the proper execution of tasks are performed by assigning tasks and monitoring completion, tracking goals and giving feedback to the Customer Service Center (CSC) staff. Works with management and the team to achieve all of the CSC’s goals and objectives. Develops and implements operational procedures, coordinates staff related trainings, evaluates employee performance, serves as a liaison for operational issues, and responds to customer inquiries and escalations. Supervises and coaches a staff of state employees and supporting contractor at various retail center locations to build customer loyalty. Handles distribution and storage of transponder inventory. Must adhere to a flex schedule.
Job Responsibilities and Performance Standards
1. Develops and implements strategies to accomplish departmental goals and Key Performance Indicators. Prepares and analyzes operational statistics, reports, or data.
1. Supervises and coordinates daily activities of the Peach Pass Retail Center and satellite locations.
2. Monitors the progress and productivity of assigned staff to evaluate employee performance ensuring daily and monthly performance results are met.
3. Provides training to staff in appropriate methods and procedures to be used in accomplishing assignments, resolving grievances, and ensuring customer satisfaction.
4. Monitors retail locations to observe individual demeanor, technical accuracy, and conformity to company policies and procedures; provides feedback as required
5. Ensures all compliance requirements, including dress code and attendance policies are met.
6. Serves as a liaison for operational issues and computer and technology systems.
7. Conducts research to prepare, maintain, and submit reports and records as needed.
8. Assists in developing and implementing process improvements and operational changes designed to improve the effectiveness and efficiency of the customer service center retail locations.
2. Interacts with upper levels of management and submits status reports, budget information, recommendations and problem alerts.
1. Discusses support requirements and submits appropriate recommendations which best meet these requirements.
2. Develops efficient upgrade plans/strategies and submits necessary background and budget information to support these plans/strategies according to established standards and procedures.
3. Conducts meetings with vendors and/or management to exchange relevant information; makes effective and knowledgeable suggestions pertaining to direction that should be followed in the support and upgrade of assigned systems.
4. Confers with other members of the division and department to resolve problems quickly.
3. Maintains a high level of job skills by attending and completing various seminars and training courses and reading appropriate literature. Communicates this knowledge to others as required.
1. Plans appropriate personal training needs with supervisor in a timely manner.
2. Attends and completes training plan courses and seminars according to established schedule and availability of courses.
3. Reads and reviews appropriate professional periodicals and technical manuals to maintain current professional/technical knowledge.
4. Thoroughly trains less experienced employees in various tasks/procedures as directed by management.
5. Communicates information in a clear and understandable manner.
6. Maintains expert level knowledge of applicable laws, rules, regulations, policies, and procedures.
7. Incorporates knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.
4. Manages human resource and employee relations functions.
1. Interviews applicants and makes appropriate selection recommendations according to applicable rules, policies, procedures, and procedures.
2. Identifies effectively staff training and development needs and ensures that necessary job-related instruction is provided to staff in a timely manner.
3. Assigns appropriately work to employees supervised, considering pertinent factors such as available resources, bench strength, and workload.
4. Manages staff in the utilization of computer software applications to process orders, invoices, project oversight, and resolution of escalated customer issues.
5. Develops annual employee performance plans. Conducts annual performance evaluations and provides ongoing feedback and coaching to employees.
6. Monitors and approves staff leave usage while ensuring adequate coverage is maintained.
7. Reviews, recommends, and/or initiates personnel actions according to applicable policies, procedures, and guidelines, carefully considering options available.
8. Identifies alternatives and tries to resolve issues prior to the formal filing of a grievance. Advises employees of appropriate grievance problems.
9. Performs internal audits, investigations, and/or mediations as warranted.
5. Interacts with all levels of state government in a way that promotes respect, encourages cooperation, and contributes to excellent performance.
1. Treats all other state personnel fairly giving no one preferential treatment.
2. Communicates accurate information to all other state personnel in a courteous manner that conveys a willingness to assist.
3. Accepts direction and feedback from supervisors and follows through appropriately.
4. Accepts responsibility for mistakes and takes further action to prevent similar occurrences.
5. Uses appropriate, established channels of communication.
6. Provides constructive feedback without undue criticism to the recipient.
7. Displays appreciation of the differences in approaches, cultures, personalities, and viewpoints in receiving information from others.
6. Performs other duties as assigned by Management.
7. Applicants must possess SRTA’s core values of Customer Focus, Integrity, Collaboration, Innovation, and Diversity.
Preferred Qualifications: At least four (4) years of hands-on customer service experience at the entry level or equivalent position OR two (2) years of lead/supervisory experience in an equivalent position in a customer service AND/OR retail setting communicating information to customers OR completion of a four-year degree from an accredited college or university AND two (2) years of lead/supervisory experience in an equivalent position in a customer service AND/OR retail setting.Relevant experience in the transportation, tolling, or transit industry. Established contact/customer service experience with preferred knowledge in forecasting, scheduling, developing/defining metrics, data and statistical analysis, e-mail handling, and escalation processes. Experience supervising remote or retail staff. Demonstrated results with ability to work in a high-performance environment. Excellent organizational, planning, problem solving, and project management skills. Experience in a public sector (i.e., governmental) setting is a plus. Applicants must have a current, valid Class C Driver’s License for work use.
Bachelor’s degree from an accredited college or university AND Three years of lead/supervisory experience in a customer service setting communicating information OR Five years of lead/supervisory worker experience in a customer service setting communicating information OR Two years of experience required at the lower level Customer Svc Rep 3 (GST122) or position equivalent.
