The Transit Center Lead is responsible for supervising all customer service representatives. Will receive and respond to all incoming calls, as well as disseminate information to the public regarding services. The Transit Center Lead is responsible for responding to internal as well as external customers and providing information as requested.
Essential Job Functions:
(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)
- Responds to customer inquiries on routes, schedules, fares, and other HRT services with complete information and recommendations of HRT products to meet customers' needs.
- Open communication daily with Senior lead regarding department changes
- Answers telephone inquiries, providing information on routes, schedules, fares, and other information about HRT services.
- Maintain customer service database.
- Promotes and sells monthly rider passes and tickets and maintains records of the sales.
- Responsible for supervision and scheduling of customer service representatives to assure coverage for all shifts. Responsible for making sure the department is properly staffed to meet customer needs.
- Will supervise 10-12 employees as well as light duty personnel who may be assigned to work in the customer service department.
- Will oversee daily operation of the Information Centers.
- Must maintain thorough knowledge of all transit services, routes, schedules, transfer points, fares, and other related programs.
- Will keep customer service representatives informed of service changes, detours, accidents and any alterations or deviation from regular information.
- Train customer service representatives on routes and six-step call process.
- Coach customer service representatives using six-step call process and the LEAP Model.
- Will make recommendations on adjusting staffing schedules and performance standards so that efficient customer service is the end result.
- Will solicit input for ways to improve internal and external customer relations.
- Will oversee the ordering of supplies.
- Will schedule and conduct regular and mandatory customer service staff meetings.
- Train staff to perform basic consignment reconciliation.
- Monitor all cash handling procedures.
- Enforce uniform dress code
- Will assist in the write up and enter service complaint reports on customer concerns.
- Assists other departments with assignments as necessary.
- Will train new customer service representatives on company & departmental policies and procedures.
- Will monitor and audit customer service consignments
- Process charge orders for area businesses
- On call at all times
- Manage records created and received in compliance with the Hampton Roads Transit Records Management Policy and Procedures.
- Performs other duties as required.
Required Knowledge, Abilities and Skills essential to Job Functions:
Must exercise patience, concern, and efficient telephone protocol at all times. Candidate will be responsible for solving problems that affect external customers. Must have knowledge of office and proper telephone protocol and ability to read and interpret schedules, media releases, etc. Must be able to communicate with internal and external customers both verbally and in writing.
Required Software Knowledge and Skills essential to Job Functions:
Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.
Software applications:
Must have computer skills to include word processing and spreadsheet
Safety Responsibility:
Perform all job duties and responsibilities in a safe manner to protect self, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.
Training and/or Education:
A high school diploma or GED, two years of college preferred. Training in supervisory methods and techniques.
Required Experience:
Minimum of two years of supervisory experience.
Licenses or Certificates:
Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).
Special Requirements:
Must have knowledge of all transit services, routes, schedules, transfer points and fares. This position is classified as essential personnel.
FLSA Status:
Non-exempt
Physical Demands:
Work requires operation of switchboard, telephone equipment, and computer. Must be able to lift and carry 25 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Unusual Demands:
Must be flexible for scheduling work hours and be able to work occasional evenings and weekends. Must work outside regular business hours and work overtime to assure that the department is properly staffed and is meeting customer needs. Reporting to work during severe weather conditions may be required. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some seasonal overtime.
