Assistant Customer Care Supervisor

Regional Transportation Commission of Southern Nevada; Nevada (IA); On-site; USD 55,000 - 78,000; Full time

Job summary

Regional Transportation Commission of Southern Nevada seeks a supervisor to assist in the operations of an assigned shift within the customer service center. The role involves directing staff, coordinating activities, and maintaining service quality in a fast-paced environment.

Experience in customer service/operations and a lead role are required, with preference for bilingual candidates. Exempt status applies; may work varied shifts including evenings, weekends, and holidays.

Qualifications

• Equivalent to a high school diploma and four (4) years of full-time customer service and/or passenger transportation operations experience including two (2) years of full-time experience in a lead capacity.

Responsibilities

• Assist in supervision of the operations of an assigned shift of the customer service center.
• Oversee and coordinate assigned customer service staff to ensure efficient service.
• Analyze data from lists and logs; provide summaries and reports; brief staff on issues and programs.

Skills

Train staff

Data analysis

Communication skills

Resolve escalations

Call center leadership

Education

High school diploma

Job description

**Although there is a salary range for this position, the candidate hired into this position will be hired at the bottom of the salary range.**

This recruitment is limited to the first 100 completed employment applications. Once that number of applications is reached, this recruitment will close without notice. This recruitment will be used to establish an open competitive and promotional eligibility list that may be used to fill this vacancy and vacancies occurring in this classification for a minimum period of six (6) months. All communication with applicants will be via email. Applicants must provide a current and valid email address when applying.

RTC Department of Human Resources determines whether or not you meet the minimum qualifications for the job based on your experience as you describe it on your application. Do not substitute a resume for your application, or write "See Attached Resume" on your application. We do not review resumes, unless specifically stated on the job announcement. Qualifying education and experience must be clearly documented in the "Education and Work Experience" section of the application. Applicants not meeting these requirements will not be considered for employment.

Assists in the supervision of the operations of an assigned shift of the customer service center.

FLSA STATUS: Exempt

Working Conditions: May work shifts on days, evenings, weekends, and holidays.

Education and Work Experience: Equivalent to a high school diploma and four (4) years of full-time customer service and/or passenger transportation operations experience including two (2) years of full-time experience in a lead capacity.

Preference may be given to candidates who are bilingual.

Licensing and Certification: Must possess and maintain a valid Class C Driver's License at time of application.

Background Investigation: Employment with the Regional Transportation Commission in this position is contingent upon the results of a comprehensive education/experience background investigation, a criminal history record, and driving history records check.

Required Forms: 1. RTC Application On-Line Profile - Follow all the instructions on the application to include any education and experience that would qualify you for this position.

Only the most qualified candidates will be invited to participate in the examination process.

Candidates should ensure they highlight any of the following professional experience they possess on their applications/resumes:

• Ability to train staff
• Ability to analyze data
• Ability to relay communication in both written and verbal forms
• Skills with handling escalated customer service issues and the ability to provide appropriate resolutions
• Ability to manage a fast-paced call center while identifying and resolving daily problems ensuring the highest level of customer service is met
• Physical ability to perform duties in a typical office environment; stamina to sit, stand and walk for extended periods of time; strength to lift and maneuver materials and equipment weighing up to 25 pounds with proper equipment; vision to read printed materials; and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Assists in supervision, direction, planning, organization, assignment and coordination of assigned customer service staff. Analyzes and compiles data from lists and logs; configures data and writes activity reports; briefs subordinate lead workers on issues, programs and activities. Coordinates and schedules activities to ensure efficient and effective service; ensures adequate coverage to accommodate workload. Monitors employee and unit performance to ensure quality customer service; develops strategies and recommendations to improve reliability, efficiency and enhance customer service. Analyzes, investigates, and responds to issues and concerns; handles more complex and sensitive customer complaints, and resolves disputes in appropriate manner; confers with service providers when required. Assists with monitoring budget and provides input as requested. Oversees safety responsibilities for areas assigned and ensures that direct reports are trained on safety procedures, fully compliant with procedures, and held accountable for breaches in safety and security protocol. Trains, assigns and evaluates the performance of assigned staff; develops, coordinates and conducts in-service training to RTC staff on policies and procedures related to operations. Conducts new hire training related to customer service skills and the RTC transit system as well as on-going refresher training for all Customer Service staff. Prepares, assembles, and delivers training curriculum and materials that have been developed and established by customer service supervisory staff. Maintains training manuals, modules, reference materials, and job aids. Documents and maintains records of staff performance as it relates to observations made during training and quality assurance call monitoring. Represents the RTC at meetings and events; makes presentations to agencies and public groups. Operates a variety of office equipment, to include computers and associated software. Manages multiple projects/deliverables with short targeted completion dates. Other duties as assigned