Onsite Customer Service Supervisor - Transit Ops

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

Benefits offered by this job

Vacation: 2 weeks

Sick days: 5 days

Holidays: 12 days (8 standard, 4 float

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev in Portland, OR is seeking a Customer Service Supervisor to oversee TriMet LIFT operations and supervise a team of Customer Service staff. The role emphasizes safety, service recovery, and ADA compliance while maintaining high-quality customer interactions.

This is a 100% onsite position with direct involvement in daily operations and incident management. The starting pay is $34.01 per hour with annual increases, and the benefits package includes vacation, sick days, holidays, 401(k)

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.

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.

Skills

Customer service

Supervisory experience

Leadership

Communication

Tools

Computer literacy

Job description

Transdev in Portland, OR is seeking a Customer Service Supervisor to oversee TriMet LIFT operations and supervise a team of Customer Service staff. The role emphasizes safety, service recovery, and ADA compliance while maintaining high-quality customer interactions.

This is a 100% onsite position with direct involvement in daily operations and incident management. The starting pay is $34.01 per hour with annual increases, and the benefits package includes vacation, sick days, holidays, 401(k)