Supv Customer Relations & Support

DART (Dallas Area Rapid Transit) • Headquarters, KY

1d • Onsite

About The Position

We are seeking a qualified and experienced Customer Relations and Support Supervisor to oversee and lead our Customer Relations and Customer Support Representatives. The CR & S Supervisor will be responsible for overseeing a team of customer relations and support representatives, ensuring that they provide excellent service to DART customers and working to improve our customers’ experience. The ideal candidate will have leadership and communication skills, well-organized, and possesses a deep understanding of customer service best practices.

Requirements

• Associate’s degree from an accredited college or university in Business Administration, Communications, or other fields.
• Five (5) years progressively responsible experience in a customer service or customer relations role, office, telecommunications or a related field, with a record of building and maintaining customer relationships, to include two (2) years’ experience as a supervisor.
• Ability to frequently stand, walk, use hands and fingers, handle or feel and reach with hands and arms.
• Ability to lift and/or move up to 25 pounds.
• Ability to complete skills assessment tests.
• Ability to remain composed and professional in high pressure and challenging situations.
• Excellent communication and people skills, with a focus on empathy and understanding.
• Ability to work under pressure and manage difficult situations with professionalism.
• Ability to analyze data and draw actionable insights.
• Ability to adapt to dynamic and fast-paced work environment.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers.
• Gets first-hand customer information and uses it for improvements in products and services.
• Acts with customers in mind.
• Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to make good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment). Most of his/her solutions and suggestions turn out to be correct and accurate when judged over time.
• Sought out by others for advice and solutions.
• Ability to pick up on technical things quickly.
• Can learn new skills and knowledge.
• Is good at learning new industry, company, product, or technical knowledge.
• Does well in technical courses and seminars.
• Ability to be able to write clearly and succinctly in a variety of communication settings and styles.
• Communication and people skills, with a focus on empathy and understanding.
• Can get messages across that have the desired effect.
• Ability to quickly find common ground and solve problems for the good of all.
• Can represent his/her own interests and yet be fair to other groups.
• Can solve problems with peers with a minimum of noise.
• Is seen as a team player and is cooperative.
• Easily gains trust and support of peers.
• Encourages collaboration.
• Can be candid with peers.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
• Can see hidden problems.
• Is excellent at honest analysis.
• Looks beyond the obvious and does not stop at the first answers.

Responsibilities

• Lead, mentor, and supervise a team of customer relations and customer support representatives.
• Monitor team performance and provide guidance, coaching, feedback, and support to ensure timely and exceptional service delivery to DART’s internal and external customers.
• Oversee the resolution of escalated customer issues and complaints while ensuring timely and effective solutions.
• Monitor customer interactions to ensure quality, adherence to DART policies/procedures, and opportunities for improvement.
• Develop and implement customer service procedures, standards, and best practices to enhance the overall customer experience.
• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Prepare and present regular reports on customer satisfaction, team performance, and key performance indicators to management.
• Foster a customer-centric culture within the team and across the agency while emphasizing the importance of customer satisfaction and retention.
• Contribute to the development of customer relations and support strategies, initiatives, and programs aimed at enhancing customer loyalty and engagement.
• Stay updated on industry trends, best practices, and technologies relevant to customer relations and support and integrate them into team’s practices.
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Collaborate with other departments such as sales, marketing, planning, operations, to ensure a seamless customer experience.
• Conduct regular training sessions for the customer relations and support representative team to enhance their skills and knowledge.
• Participate in the recruitment, selection, and onboarding of new customer relations and support representative team members.
• Maintain a positive and professional work improvement within the customer relations and support team.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree