Transit Customer Service Supervisor: Lead, Elevate

RATP Dev USA; Daytona Beach (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

RATP Dev USA is seeking a Customer Service Supervisor in Volusia County, FL to lead the inbound call center and retail customer service operations. You will translate the Customer Service Manager's directions into execution, coach staff, monitor performance, and uphold ADA/TD standards to ensure quality service and safety across teams.

The role collaborates with Operations, Safety, HR, and IT to deliver consistent, customer-first service while driving process improvements and a culture of

Qualifications

• Five or more years of customer service, call-center, transportation, or related experience preferred, including at least two years in a lead, supervisory, training, or comparable leadership capacity.
• Transit, paratransit/ADA, high-volume call-center, eligibility/customer-service, or technology implementation experience strongly preferred.
• Associates degree or additional education in business, customer service, transportation, leadership, or a related field preferred.

Responsibilities

• Lead the daily operating rhythm of the inbound Customer Service call center and retail/customer-facing functions.
• Review staffing, attendance, schedules, queue/backlog, call volume, service level, abandonment, hold time, productivity, quality, customer-impacting service changes, technology issues, and priority escalations; establish daily priorities and owners.
• Monitor calls and customer interactions; intervene on high-risk or escalated matters when appropriate while coaching employees to build independent capability.
• Maintain current customer-facing information, approved scripts/talking points, job aids, service-change communications, and escalation pathways; require employees to verify rather than guess.
• Oversee daily fare and revenue-control activities assigned to Customer Service, including farebox revenue counts, money-room controls, pass/ticket sales, credit-card transactions, fare-product fulfillment, deposits, reconciliation, discrepancy review, and required financial documentation.
• Serve as the Customer Service Manager’s primary day-to-day partner for fare management and revenue-control functions assigned to the department; ensure work is completed accurately, securely, timely, and with appropriate separation of duties and supervisory verification.
• Oversee money-room activity, cash-control practices, secure handling, count verification, transfer/custody documentation, deposit preparation and deposit reconciliation in accordance with current procedures.
• Maintain audit-ready records and support Finance/leadership with daily, weekly, monthly or exception-based reconciliation, deposit, fare-media, credit-card, fraud, inventory and revenue reporting.

Skills

Customer service leadership

Mentoring

Conflict management

ADA knowledge

Education

High School Diploma or GED

Associate degree

Job description

RATP Dev USA is seeking a Customer Service Supervisor in Volusia County, FL to lead the inbound call center and retail customer service operations. You will translate the Customer Service Manager's directions into execution, coach staff, monitor performance, and uphold ADA/TD standards to ensure quality service and safety across teams.

The role collaborates with Operations, Safety, HR, and IT to deliver consistent, customer-first service while driving process improvements and a culture of