Customer Service Supervisor
hace 2 meses
About the Role
The Customer Service Supervisor will play a key part in developing a best-in-class employee facing communications and customer service program for a large corporate client. This role will work closely with the Commute Program Managers and will supervise a team of Customer Experience Representatives. This team will leverage commute software to manage parking programs and develop and manage all front-line communications related to commuting, ensuring helpful, friendly, timely and accurate delivery of information.
Key Responsibilities
- Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week.
- Supervise and lead a team of customer experience representatives in the development of a best-in-class customer service program.
- Develop and maintain best practices for effectively communicating commute options to employees, contributing to the program's overall goal of reducing drive-alone commute trips.
- Develop standardized training and onboarding processes to optimize the integration of new team members and continuously enhance these programs to meet evolving company needs and industry standards.
- Coach and develop all team members to become SMEs in all things related to employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options.
- Clearly communicate, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership and front-line employees.
- Manage employee communication channels to respond to and resolve high-visibility parking related escalations in a fast-paced and demanding environment.
- Manage components of a monthly parking program; request processing, parking device distribution, cancellation, device collection; Track and report pass utilization and distribution on a monthly basis.
- Communication with parking garage management to implement best practices and drive continuous improvement.
- Conduct ongoing training and review to ensure communication best practices are followed.
- Schedule presentations, FAQs, and other events as dictated by customer inquiries.
Additional Supervisory Responsibilities
- Recommend staff recruitment, selection, promotion, advancement, corrective action and termination as needed.
- Plan and monitor appropriate staffing levels and utilization of labor, including overtime.
- Prepare and deliver performance appraisal for staff.
- Mentor and coach team members to further develop competencies.
Requirements
- Enthusiasm for / interest in sustainable transportation.
- AA/AS degree.
- 2+ years of experience working in transportation demand management, communications, customer service or related field where relevant skills can be demonstrated.
- Program management and program development experience.
- Demonstrated ability to coach and manage a team, and provide leadership that inspires a team to excel in a demanding environment.
- Demonstrated ability to draft timely, clear and professional communications.
- Ability to proactively identify process and program improvements and make recommendations.
- Intellectual curiosity and a desire for continuous improvement.
- Proven team leadership experience.
Language and Culture
English (US)
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