Assistant Superintendent of Customer Service - Pinellas Suncoast Transit Authority

BASIC PURPOSE

Join our dynamic team as the Assistant Superintendent of Customer Service and lead the charge in transforming the public transportation experience for thousands of riders every day! As the Assistant Superintendent of Customer Service, you will play a pivotal role in supporting the Superintendent in leading and energizing our Customer Service Representatives (CSRs) and Front Desk Receptionists. Your innovative approach will drive the coordination, monitoring, and supervision of our customer service operations across the Phone Room, Customer Service Centers, and Front Desk. We are looking for a creative and positive leader who thrives on thinking outside the box and fostering camaraderie and teamwork. Your mission is to ensure that our public receives accurate and timely information about PSTA’s routes and schedules, all while bringing a fresh perspective to enhance our service excellence.
 

ESSENTIAL FUNCTIONS

• Assists the Superintendent of Customer Service in all phases of managing the Customer Service department.
• Oversees the day-to-day customer relations programs including communicating, researching and responding to customer complaints/compliments by telephone, written correspondence and in person; resolves problems to improve customer relations.
• Works directly with CSRs to answer and effectively resolve escalated customer complaints.
• Establishes and maintains effective working relationships with employees and union officials; communicates clearly and concisely in oral and written form; exercises sound judgment; deals with the public in a tactful manner.
• Supervises the sale of Flamingo Fare cards and programs sold to the public at PSTA Customer Service Centers and at the Front Desk including but not limited to Transportation Disadvantaged (TD), TD St. Pete, Veterans and Pinellas County (Blue Card).
• Keeps current on changes in service or new service and shares this information with the Customer Service/Front Desk Representatives; communicates with the Transportation Department regarding detours, breakdowns of equipment and other information applicable to the customer.
• Provides training to new CSRs to develop staff that are motivated and knowledgeable about PSTA routes and schedules and effective in customer relations.
• Provides refresher training when warranted to veteran CSRs as necessary to keep the Customer Service Department well informed of latest changes, updates and initiatives.
• Effectively schedules CSRs to ensure adequate staffing to meet demands for service.
• Coordinates with the Revenue Department to ensure that the CSRs have pertinent items provided solely by the Revenue Department including but not limited to, Flamingo Fare card inventory, cash (bank), deposit bags and keys. Communicates with the Revenue Department if there are any problems or issues.
• Maintains the printed schedules inventory and coordinates with the Marketing Department to ensure an adequate supply of schedules are available for the Customer Service Centers and Front Desk.
• Supervises the Front Desk Receptionist as well as Lost and Found.
• Coordinates with the Transportation Administrative Coordinator the monthly customer complaint process for bus service and reports information to the Transportation Department. Follows up to seek resolution. Keeps database on complaints and outcomes. Compiles timely monthly report.
• Coordinates with the IT department to ensure properly functioning CSR workstations and point-of-sale systems at the Customer Service Centers.
• Coordinates with Facilities to ensure building and property related issues in and around the Customer Service Centers and CSR workspace is resolved in a timely fashion.
• Has knowledge of and ability to explain PSTA bus routes.
• Performs basic mathematical computations.
• Performs data entry tasks utilizing personal computer, hardware, and software.
   

 MINIMUM QUALIFICATIONS

• Education: High school diploma or G.E.D. Supplemental education or training in customer service, management, public relations, transportation, or relevant area is preferred.
• Experience: Three (3) years customer service experience or transportation operations experience, and two (2) years supervisory\management experience in customer relations administration or transportation operations is preferred. Experience working with union employees is preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of:  Overall transit operations; administrative and office procedures.
• Skilled in: Interpersonal relations; Microsoft Word, Excel Application, spreadsheet, database, verbal and written communications.
• Abilities: Interprets and enforces the Labor Agreement and Personnel Rules and Regulations following up with the appropriate corrective or disciplinary action.