Customer Service Supervisor

Transdev • Portland, OR

11d • $34 • Onsite

About The Position

Transdev in Portland, OR is hiring a Customer Service Supervisor to work on our TriMet LIFT contract. The Customer Service Supervisor assists passengers with situations including, but not limited to, reservations, directions, information and mobility devices. We are seeking customer service-oriented professionals who are dedicated to safety. This job is 100% onsite.
Transdev is proud to offer:
Non-Union Position: Full-Time
Competitive compensation package with a starting rate of $34.01 per hour and an annual increase every January.
Benefits include:
Vacation: minimum of two (2) weeks
Sick days: 5 days
Holidays: 12 days, 8 standard and 4 floating
Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Requirements

• Minimum three years of customer service, reservations, or paratransit operations experience.
• Strong leadership, judgment, and communication skills.
• Computer literate with the capacity to learn new software
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.
• Must submit to drug testing and a background check.
• Must be eligible to work in the U.S.

Nice To Haves

• Prior supervisory or lead experience preferred.

Responsibilities

• Serve as a working supervisor responsible for overall performance of TriMet LIFT Customer Service operations.
• Provide direct supervision while remaining actively engaged in daily customer service and escalation work.
• Ensure effective complaint resolution, service recovery, ADA compliance, and coordination with Dispatch and TriMet.
• Perform Customer Service or Lead-level duties as needed to maintain coverage and manage high-risk issues.
• Remain directly involved during service disruptions, major incidents, or periods of high call volume.
• Directly supervise Customer Service staff and Customer Service Leads.
• Maintain thorough working knowledge of the Customer Service Manual and applicable SOPs and serve as a primary policy and procedure resource for the department.
• Conduct regular reviews of calls and digital messaging to identify training needs, recognize high performance, and support alignment with quality benchmarks.
• Set performance expectations related to professionalism, accuracy, escalation, and complaint resolution.
• Conduct coaching, evaluations, and corrective action in accordance with policy.
• Ensure training completion and ongoing competency.
• Oversee complaint resolution processes and service recovery outcomes.
• Ensure incidents, injuries, accidents, and safety concerns are documented and escalated appropriately.
• Coordinate with Dispatch, Safety, leadership, and TriMet on sensitive or high-risk issues.
• Review complaint trends and implement corrective actions.
• Ensure compliance with ADA, contractual, and regulatory requirements.
• Oversee Service Infraction administration, suspensions, and appeal processes.
• Support audits, investigations, and TriMet inquiries.
• Monitor performance metrics and customer satisfaction indicators.
• Other duties as required.

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days, 8 standard and 4 floating
• 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed