Assistant Superintendent of Customer Service

Pinellas Suncoast Transit Authority•St. Petersburg, FL

16h•Onsite

About The Position

The Assistant Superintendent of Customer Service provides day-to-day operational leadership for PSTA’s Customer Service department, including oversight of Customer Service Representatives (CSRs), staffing, scheduling, and real-time service delivery. This position is responsible for monitoring daily operations, managing call queues and service activity, and ensuring adequate coverage to meet customer demand. Operating under the direction of the Superintendent of Customer Service, the Assistant Superintendent oversees the execution of training plans and curriculum, contributes to curriculum development as needed, and independently provides ongoing coaching and performance guidance to CSRs. This role supports departmental goals by supervising staff performance, maintaining operational continuity, and ensuring customers receive accurate and timely information regarding PSTA routes, schedules, and services. The role also involves assisting the Superintendent of Customer Service in all areas of managing the Customer Service department, overseeing day-to-day customer relations programs, resolving escalated customer complaints, establishing and maintaining effective working relationships with employees and union officials, supervising the sale of Flamingo Fare cards and programs, keeping current on service changes, providing training for new and veteran CSRs, effectively scheduling CSRs, coordinating with the Revenue and Marketing Departments for inventory, supervising the Front Desk Receptionist and Lost and Found, coordinating the monthly customer complaint process, compiling monthly reports, and coordinating with IT and Facilities for operational support.

Requirements

High school diploma or G.E.D.
Three (3) years of customer service experience or transportation operations experience.
Knowledge of overall transit operations.
Knowledge of administrative and office procedures.
Skills in interpersonal relations.
Skills in word processing, spreadsheet, database.
Skills in verbal and written communications.
Ability to interpret and enforce the Labor Agreement and Personnel Rules and Regulations, following up with the appropriate corrective or disciplinary action.

Nice To Haves

Supplemental education or training in customer service, management, public relations, transportation, or a relevant area.
Two (2) years supervisory/management experience in customer relations administration or transportation operations.
Experience working with union employees.

Responsibilities

Provides day-to-day operational leadership for PSTA’s Customer Service department, including oversight of Customer Service Representatives (CSRs), staffing, scheduling, and real-time service delivery.
Responsible for monitoring daily operations, managing call queues and service activity, and ensuring adequate coverage to meet customer demand.
Oversees the execution of training plans and curriculum.
Contributes to curriculum development as needed.
Independently provides ongoing coaching and performance guidance to CSRs.
Supports departmental goals by supervising staff performance, maintaining operational continuity, and ensuring customers receive accurate and timely information regarding PSTA routes, schedules, and services.
Assists the Superintendent of Customer Service in all areas 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 for new CSRs to develop staff who 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 the 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 a resolution for customer complaints.
Keeps database of complaints and outcomes.
Compiles a 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 a personal computer, hardware, and software.
Develops and maintains clear instructional documents, templates, and standard operating procedures.
Recommend process improvements to increase efficiency and accuracy.
Performs other functions as assigned.
Hire, lead, mentor, and evaluate staff.
Foster professional growth and high performance.
Actively support implementation of PSTA’s EEO Program and equitable administration of all Authority policies and procedures.