Customer Service Supervisor

Customer Service Supervisor

Requirements

• Requires a high school diploma or equivalent with three to five years of experience or a two-year college degree with three years’ experience or a bachelor’s degree in business management, or a related field (or equivalent work experience).
• Proven experience in customer service management or a similar role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making 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.

Responsibilities

• 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 one-on-one sessions within individual team members.
• Conduct comprehensive new hire training covering customer service skills and the CATS system as well as on-going 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.
• 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 high-priority customer issues.
• Maintain a deep understanding of the company’s products, services, policies, and procedures.
• 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.
• 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.
• Implement quality control measures to ensure consistent and accurate responses to customer inquiries.
• Conduct periodic quality checks and audits on customer interactions.
• Handle customer complaints and critical incidents with a composed and effective approach.
• Develop and execute crisis management strategies when necessary.
• 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.

Preferred Qualifications

• Banking knowledge
• Transit industry knowledge