Operations Supervisor / Customer Service Agent

Davita Inc.; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Davita Inc., a leader in the transportation sector, seeks an Operations Supervisor / Customer Service Agent to ensure efficient bus dispatch and delivery of excellent service. The role involves managing schedules, supervising drivers, and providing customer support, requiring leadership skills and operational agility to thrive in a busy environment. Candidates will need to be adaptable with flexible scheduling, adding value to a team that prioritizes customer satisfaction.

Qualifications

• Experience in bus transportation is highly desired.
• Previous supervisory or team lead experience preferred.
• Ability to lift, push, or pull up to 50 pounds.

Responsibilities

• Issue departure orders for buses according to schedule.
• Inspect and validate driver log books and licenses.
• Provide travel schedule and fare information to customers.
• Maintain accurate daily records and ensure smooth terminal operations.

Skills

Customer Service Excellence

Leadership & Staff Management

Operational Agility

Detail Orientation

Technical Skills

Job description

Operations Supervisor / Customer Service Agent

Peter Pan Bus Lines is the industry leader in safe, reliable, and on-time transportation. We take PRIDE IN THE RIDE, providing passengers with the best travel experience possible. We value our customers and strive to exceed expectations with every trip.

We are currently seeking an Operations Supervisor / Customer Service Agent who thrives in a fast-paced environment and is committed to excellent service. Candidates must be available to work flexible shifts, including nights, weekends, and holidays.

Primary Responsibilities

1. Bus Dispatch & Scheduling:
   
   
   
   1. Issue departure orders for buses according to schedule.
   
   
   2. Coordinate daily driver bid schedules and ensure compliance with hours-of-service regulations.
   
   
   3. Arrange extra buses and drivers in cases of heavy passenger volume or incidents.
   
   
   
   


2. Driver Oversight:
   
   
   
   1. Inspect and validate driver log books, medical cards, and licenses.
   
   
   2. Ensure drivers meet appearance and physical condition standards before dispatch.
   
   
   
   


3. Customer Service & Ticketing:
   
   
   
   1. Provide travel schedule and fare information to customers.
   
   
   2. Book travel, quote fares, and process transactions.
   
   
   3. Handle customer inquiries, complaints, and incident reports professionally.
   
   
   4. Perform Package Express functions and manage associated payments.
   
   
   
   


4. Terminal Operations:
   
   
   
   1. Maintain accurate daily clerical records, reports, and cash handling.
   
   
   2. Monitor passenger counts and submit timely updates.
   
   
   3. Support fellow employees and drivers with day-to-day terminal needs.
   
   
   4. Ensure smooth terminal operations, including staffing and issue resolution.
   
   
   
   

Key Competencies & Skills

1. Customer Service Excellence:
   
   
   
   1. Ability to handle difficult or emotional customer situations.
   
   
   2. Prompt, courteous response to customer needs with a smile-always a smile.
   
   
   
   


2. Leadership & Staff Management:
   
   
   
   1. Train and motivate staff; coordinate shift schedules.
   
   
   2. Foster a positive, productive team environment.
   
   
   
   


3. Operational Agility:
   
   
   
   1. Quick problem-solving and decision-making during peak or unexpected circumstances.
   
   
   2. Develop alternative solutions and respond well under pressure.
   
   
   
   


4. Detail Orientation:
   
   
   
   1. Accuracy in clerical work, fare calculations, and cash balancing.
   
   
   2. Meticulous in ensuring driver compliance and appearance.
   
   
   
   


5. Technical Skills:
   
   
   
   1. Basic computer proficiency required.
   
   
   2. Will train on our proprietary systems.
   
   
   
   

Preferred Qualifications

1. Experience in the bus transportation industry is highly desired.


2. Previous supervisory or team lead experience is preferred.


3. Must be able to lift, push, or pull up to 50 pounds.