Onsite Customer Service Supervisor - Leadership & Ops

Transdev North America, Inc.; Portland (OR); In loco; USD 39.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Vacation 2 weeks

Sick days 5 days

Holidays 12 days

401(k)

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Descrizione del lavoro

Transdev North America, Inc. in Portland, OR is seeking a Customer Service Supervisor to lead TriMet LIFT operations, supervise staff, and ensure high-quality service.

This 100% onsite role emphasizes safety, performance, and effective escalation handling within a dynamic transit environment. The ideal candidate will have at least three years in customer service and one year in a supervisory capacity, strong leadership and communication skills, and the ability to adapt to shift work.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer service

Supervisory experience

Leadership

Communication skills

Computer literacy

Flexible schedules

Descrizione del lavoro

Transdev North America, Inc. in Portland, OR is seeking a Customer Service Supervisor to lead TriMet LIFT operations, supervise staff, and ensure high-quality service.

This 100% onsite role emphasizes safety, performance, and effective escalation handling within a dynamic transit environment. The ideal candidate will have at least three years in customer service and one year in a supervisory capacity, strong leadership and communication skills, and the ability to adapt to shift work.