Customer Service Supervisor

Transdev; Portland (OR); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Job summary

Transdev in Portland, OR is seeking a Customer Service Supervisor to lead TriMet LIFT operations, supervise staff, and ensure safe, responsive passenger service. This 100% onsite role requires hands-on leadership during daily service and high-volume periods.

You will coach, monitor performance, resolve complaints, and coordinate with Dispatch, Safety, and TriMet to meet ADA and service standards. The position offers a starting hourly wage of $34.01 plus annual increases and a comprehensive

Qualifications

• Minimum three years of customer service, reservations, or paratransit operations experience.
• Prior supervisory or lead experience preferred.
• Strong leadership, judgment, and communication skills.
• Computer literate with the capacity to learn new software
• Must be able to work shifts or flexible work schedules as needed.

Responsibilities

• Serve as a working supervisor responsible for overall performance of TriMet LIFT Customer Service operations.
• Provide direct supervision while remaining actively engaged in daily customer service and escalation work.
• Ensure effective complaint resolution, service recovery, ADA compliance, and coordination with Dispatch and TriMet.
• Perform Customer Service or Lead-level duties as needed to maintain coverage and manage high-risk issues.
• Remain directly involved during service disruptions, major incidents, or periods of high call volume.
• Directly supervise Customer Service staff and Customer Service Leads.
• Maintain thorough working knowledge of the Customer Service Manual and applicable SOPs and serve as a primary policy and procedure resource for the department.
• Conduct regular reviews of calls and digital messaging to identify training needs, recognize high performance, and support alignment with quality benchmarks.
• Set performance expectations related to professionalism, accuracy, escalation, and complaint resolution.
• Conduct coaching, evaluations, and corrective action in accordance with policy.
• Ensure training completion and ongoing competency.
• Oversee complaint resolution processes and service recovery outcomes.
• Ensure incidents, injuries, accidents, and safety concerns are documented and escalated appropriately.
• Coordinate with Dispatch, Safety, leadership, and TriMet on sensitive or high-risk issues.
• Review complaint trends and implement corrective actions.
• Ensure compliance with ADA, contractual, and regulatory requirements.
• Oversee Service Infraction administration, suspensions, and appeal processes.
• Support audits, investigations, and TriMet inquiries.
• Monitor performance metrics and customer satisfaction indicators.
• Other duties as required.

Skills

Customer service

Supervisory experience

Communication

DOT compliance

Job description

Transdev in Portland, OR is hiring a Customer Service Supervisor to work on our TriMet LIFT contract. The Customer Service Supervisor assists passengers with situations including, but not limited to, reservations, directions, information and mobility devices. We are seeking customer service-oriented professionals who are dedicated to safety. This job is 100% onsite.

Transdev is proud to offer:

Non-Union Position: Full-Time

• Competitive compensation package with a starting rate of $34.01 per hour and an annual increase every January.

Benefits include:

• Vacation: minimum of two (2) weeks

• Sick days: 5 days

• Holidays: 12 days, 8 standard and 4 floating

• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

• Serve as a working supervisor responsible for overall performance of TriMet LIFT Customer Service operations.

• Provide direct supervision while remaining actively engaged in daily customer service and escalation work.

• Ensure effective complaint resolution, service recovery, ADA compliance, and coordination with Dispatch and TriMet.

• Perform Customer Service or Lead-level duties as needed to maintain coverage and manage high-risk issues.

• Remain directly involved during service disruptions, major incidents, or periods of high call volume.

• Directly supervise Customer Service staff and Customer Service Leads.

• Maintain thorough working knowledge of the Customer Service Manual and applicable SOPs and serve as a primary policy and procedure resource for the department.

• Conduct regular reviews of calls and digital messaging to identify training needs, recognize high performance, and support alignment with quality benchmarks.

• Set performance expectations related to professionalism, accuracy, escalation, and complaint resolution.

• Conduct coaching, evaluations, and corrective action in accordance with policy.

• Ensure training completion and ongoing competency.

• Oversee complaint resolution processes and service recovery outcomes.

• Ensure incidents, injuries, accidents, and safety concerns are documented and escalated appropriately.

• Coordinate with Dispatch, Safety, leadership, and TriMed on sensitive or high-risk issues.

• Review complaint trends and implement corrective actions.

• Ensure compliance with ADA, contractual, and regulatory requirements.

• Oversee Service Infraction administration, suspensions, and appeal processes.

• Support audits, investigations, and TriMet inquiries.

• Monitor performance metrics and customer satisfaction indicators.

• Other duties as required.

Minimum Qualifications:

• Minimum three years of customer service, reservations, or paratransit operations experience.

• Prior supervisory or lead experience preferred.

• Strong leadership, judgment, and communication skills.

• Computer literate with the capacity to learn new software

• Must be able to work shifts or flexible work schedules as needed.

• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Pre-Employment Requirements:

• Must submit to drug testing and a background check.

• Must be eligible to work in the U.S.

Physical Requirements:

The essential functions of this position require the ability to:

• Must be able to work shifts or flexible work schedules as needed.

• 100% of work is accomplished indoors and in air-conditioned or well-ventilated facilities.

• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer.

• Must be able to work in a high-volume work environment near and around others talking in person or on the phone.

• This job is 100% onsite.

• Less than 1% for occasional meetings.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [e-mail]

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).

• Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev

U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: Dispatchers

Job Type: Full Time

Work Type: No Remote

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other