Class Code: OA202
FLSA Status: Non-exempt

Customer Service Supervisor

Bargaining Unit: SEA

DEFINITION:

Under direction, a Customer Service Supervisor performs supervisory and customer service work by overseeing and directing the day-to-day functions of the Customer Service Department; provides a variety of information and assistance to customers related to transit services; performs related work as required.

DISTINGUISHING CHARACTERISTICS:

Customer Service Supervisor is the supervisor level class in the series.  An incumbent in this class performs tasks that ensure the day-to-day customer service functions are performed in an effective manner by overseeing and directing staff.  This position may be distinguished from the lower level class of Senior Customer Service Representative because an incumbent in the latter class serves as a lead worker over subordinate Customer Service Representatives and performs the more difficult customer service duties. 

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Supervises subordinate staff; assigns, directs, and monitors work; provides staff training; evaluates employee performance; initiates or has significant input into disciplinary actions. 
  • Schedules customer service work assignments, ensuring adequate coverage for all functions; monitors customer interactions, including customer calls, to ensure quality customer service.
  • Participates in the recruitment, selection, and on-boarding process of new departmental employees.
  • Directs the cash handling activities of customer service staff; balances, reconciles and reports on daily, weekly, and quarterly sales; works with bank to obtain weekly change orders; works with Finance department to ensure internal controls for verifying cash balances and other departmental financial records; may assist with the creation of and/or provide data for financial reports.
  • Oversees a variety of departmental programs and services, including Lost and Found services, identification card services, distribution of transit schedules and supplementary route information, school presentations, and other customer service activities. 
  • Assists in the design, scheduling, implementation, and administration of a variety of special projects, programs, and events related to Santa Cruz METRO’s community outreach and public information.
  • Reviews, responds to, and resolves customer service complaints in a timely manner, including those escalated by lower level staff; ensures complaints are forwarded to appropriate departments as needed.
  • Coordinates with other Santa Cruz METRO departments for needed supplies, equipment, repairs, updates, or other assistance, as needed; orders and purchases materials and supplies for department, as assigned.
  • Develops and prepares a variety of reports, internal documents, records, forms, files, statistical data, policies and procedures, as assigned.
  • Performs the functions of subordinate staff, as required.
  • Basic mathematics including, percentages and basic statistics. 
  • Operates standard office equipment; utilizes computer software in performing job tasks.  
  • Drive a Santa Cruz METRO vehicle to perform assignments as required. 
  • Performs related work as required

EMPLOYMENT STANDARDS:

Knowledge of:

  • Principles and practices of employee supervision, including performance evaluation and progressive discipline.
  • Modern office practices, procedures, and equipment, including multi-line telephone systems. 
  • Applicable Federal, State, and local laws and regulations pertaining to Department of Transportation regulations and policies governing Americans with Disabilities Act (ADA) Fixed Route and Paratransit service. 
  • Regulations, policies, and procedures affecting Santa Cruz METRO customers.
  • Santa Cruz METRO labor contracts. 
  • Local and regional transportation services.
  • Advanced customer service techniques. 
  • Money handling procedures including, the accurate and safe counting of large sums of cash. 
  • Advanced telephone techniques and etiquette. 
  • Public speaking techniques.
  • Intermediate mathematics including, addition, subtraction, multiplication, division, percentages, and basic statistics. 
  • The effective use of modern office equipment, personal computers, and standard business software. 

Ability to:

  • Supervise and motivate subordinate staff effectively.
  • Demonstrate excellent public relations skills, obtaining and providing information in a clear, accurate and professional manner.
  • Communicate detailed information about local and regional transit systems, including routes and schedules.
  • Address customer complaints with tact, discretion, and good judgment.
  • Maintain a calm demeanor in stressful situations. 
  • Count and record currency and receipts accurately and safely, in accordance with established procedures. 
  • Prepare deposits. 
  • Assist with designing and preparing a variety of public information, marketing, and planning materials and presentations.
  • Drive a Santa Cruz METRO vehicle to perform assignments as required. 
  • Utilize standard office equipment and computer software and learn to use specialized Santa Cruz METRO software if assigned.
  • Utilize specialized equipment such as ticketing machines, cash registers, and photo identification printers.
  • Communicate clearly and effectively in both oral and written form. 
  • Establish and maintain effective working relationships within the department and with other divisions, departments, agencies, suppliers, vendors, and the public.

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: 

Education, Training, and Experience:

Two (2) years course work from an accredited college in business administration, communications, public relations, or a related field.

AND

Three (3) years of progressively responsible customer service experience equivalent to a Senior Customer Service Representative.  

Previous experience serving as a lead and fluency in Spanish is desirable.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

Must be able to obtain and maintain a current, valid California Class “C” Driver’s License.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is frequently required to reach with hands and arms; walk, sit and stand; use finger dexterity; talk and hear, and use a keyboard.  Work often requires the repetitive use of both hands to grasp and feel objects; stooping at the waist, and standing.  Work may require lifting up to 20 pounds unaided.  Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands 

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Work Environment: 

The employee may work in a standard office, call center or information booth environment where the noise level is usually moderate.  May work in the field when needed.  

OTHER CONDITIONS OF EMPLOYMENT:

  • Must pass a requisite background check.
  • May occasionally work extended hours or hours outside of the regular schedule.

*Adopted: 12-11-18

*BOD Approved: 08-23-19

*Revised: 00-00-00

*Job Family: Customer Service

*Job Series: Customer Service

*Job Series Level: Supervisor

*Confidential: No