Customer Service Lead - Call Center & ADA Compliance

Metropolitan Tulsa Transit Authority; Tulsa (OK); On-site; USD 25,000 - 27,000; Full time

Job summary

MetroLink Tulsa is seeking a Customer Service Representative Lead to be the welcoming voice of our call center in Tulsa, OK. You will oversee daily operations, supervise staff, analyze performance, and ensure ADA compliance while maintaining high-quality service for riders.

The role requires experience in customer service, strong communication, and proficiency with Microsoft Word and Excel. Evening/night hours with some holidays are expected.

Qualifications

• Experience in a customer service-related field is required.
• Excellent communication skills, both in person and on the telephone.
• Excellent computer skills and proficiency in Microsoft Word, Excel, are essential.
• Experience with training is preferred.

Responsibilities

• Supervise Call Center Operations: Oversee and answer incoming calls, manage and make trip reservations, handle scheduling to ensure efficient service, and resolve customer questions as needed, handling difficult situations with professionalism.
• Support and Train Staff: Assist with both new-hire and ongoing training programs. Provide daily support to call center employees and help monitor their monthly performance and quality assurance checks.
• Analyze Performance & Optimize Scheduling: Help prepare and analyze reports, statistics, and summaries. Assist with workload and staffing forecasts, identify opportunities for improvement, and recommend solutions to maximize service quality.
• Manage ADA Compliance: Monitor services to ensure compliance with the Americans with Disabilities Act (ADA), work with Mobility Coordinator to recommend and implement policies as needed. Serve as an expert resource on ADA matters.
• Oversee MetroLink Policies: Work with RideCo to manage MetroLink's passenger "No-Call/No-Show" cancellation policy, including preparing and distributing correspondence to passengers.
• Maintain Operational Readiness: Update schedules and assign additional work to cover vacations, sick leave, and holidays.
• Perform Administrative Tasks: Attend meetings, training sessions, and travel as required. Maintain knowledge of all company software and keep all personnel and passenger-related information confidential.
• Performs other duties as assigned.

Skills

Customer service

Communication

Multitasking

Attention to detail

Independent work

Tools

Microsoft Word

Excel

Job description

MetroLink Tulsa is seeking a Customer Service Representative Lead to be the welcoming voice of our call center in Tulsa, OK. You will oversee daily operations, supervise staff, analyze performance, and ensure ADA compliance while maintaining high-quality service for riders.

The role requires experience in customer service, strong communication, and proficiency with Microsoft Word and Excel. Evening/night hours with some holidays are expected.