Customer Service Supervisor #2311-154000-02

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

The Customer Service Supervisor at the Charlotte Area Transit System (CATS) plays a crucial role in overseeing customer service pass sales operations and staff. Key responsibilities encompass a wide range of tasks, such as researching data, addressing escalated calls, employee complaints, overseeing staff attendance and schedules, addressing employee concerns, preparing reports and schedules, contributing to training efforts, conducting employee performance evaluations, and streamlining operational process. Candidates must be flexible and occasionally work weekends.

This role actively supports the CATS Customer Service Manager in ensuring that CATS pass sales team consistently delivers exceptional customer service.

The incumbent in this position will report directly to the CATS Customer Service Manager.

Team Leadership:

• Supervises, directs, assists, plans, organizes, assigns and coordinates work of assigned customer service team.
• Coordinate and schedule activities to ensure efficient and effective service, ensuring adequate coverage to meet workload demands.
• Lead, train and motivate a team of customer service representatives within CATS Pass Sales.
• Provide ongoing training and development opportunities to enhance team members' skills and product knowledge.
• Establish performance goals, monitor progress, and conduct monthly performance reviews.
• Develop strategies and recommendations to enhance reliability, efficiency, and overall customer service.
• Conduct regular team meetings and one-on-one sessions with individual team members.
• Conduct comprehensive new hire training covering customer service skills and the CATS system as well as on-going refresher training for all Customer Service staff.
• Prepare, assembles, and delivers training materials and curriculum developed and established by customer service supervisory staff. Maintains training manuals, modules, reference materials, and job aids.
• Document and maintains records of staff performance, including observations made during training and quality assurance call monitoring.
• As part of your responsibility to support the CATS Safety Culture, report safety concern and issues through the various methods established by CATS as outlined in the Agency Safety Plan. 

Customer Support:

• Analyze, investigate, and respond to a wide range of issues and concerns, including the handling of complex and sensitive customer complaints while ensuring disputes are resolved appropriately. Collaborate with service providers when necessary. Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolutions.
• Act as a point of contact for complex or high-priority customer issues.
• Maintain a deep understanding of the company's products, services, policies, and procedures.

Customer Feedback:

• Gather and analyze customer feedback to gain insights into pain points and areas for improvement.
• Implement strategies to enhance customer satisfaction and loyalty based on feedback.

Communication:

• Effectively communicate with management to ensure a unified approach to customer support.
• Regularly update team members on relevant issues, programs, and activities[NM1] .
• Collaborate with Call Center Supervisor to relay customer insights and feedback.
• Participates and/or assists in supervisory activities such as communicating performances issues, assessing leave requests.
• Represents CATS at meetings and events; makes presentations to agencies and public groups.

Quality Assurance:

• Implement quality control measures to ensure consistent and accurate responses to customer inquiries.
• Conduct periodic quality checks and audits on customer interactions.

Crisis Management:

• Handle customer complaints and critical incidents with a composed and effective approach.
• Develop and execute crisis management strategies when necessary.

Reporting:

• Prepare regular reports on team performance, customer feedback, and operational metrics.
• Present findings and recommendations to senior management.
• Maintain the customer service manual and policies

Customer Service Expertise:

• In-depth understanding of customer service principles and practices.
• Ability to develop and implement customer service strategies to enhance customer satisfaction and loyalty.
• Proficiency in addressing customer inquiries, complaints, and resolving issues effectively.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to communicate clearly, empathetically, and professionally with customers and team members.
• Skill in adapting communication style to suit different situations and personalities.

Leadership and Management:

• Strong leadership skills to guide, motivate, and coach customer service teams.
• Ability to lead by example and foster a positive work culture.

Problem-Solving and Decision-Making:

• Aptitude for analyzing complex customer issues and providing innovative solutions.
• Ability to make sound decisions quickly while considering the impact on customers and the business.

Empathy and Patience:

• Empathetic attitude to understand customers' concerns and needs.
• Patience in dealing with challenging or upset customers while maintaining professionalism.

Conflict Resolution:

• Proficiency in resolving conflicts and managing difficult situations with customers and within the team.
• Skill in de-escalating tense situations and finding mutually beneficial solutions.

Data Analysis and Reporting:

• Ability to analyze customer service data and metrics to identify trends, areas for improvement, and performance gaps.
• Skill in preparing and presenting regular reports to upper management.

Technical Proficiency:

• Familiarity with customer relationship management (CRM) software and other relevant tools.
• Capability to navigate and leverage technology to enhance customer experiences.

Time Management and Prioritization:

• Effective time management skills to handle multiple tasks, prioritize activities, and meet deadlines.
• Ability to allocate resources efficiently to optimize service delivery.

Team Collaboration:

• Collaboration skills to work closely with cross-functional teams such as sales, marketing, and product development.
• Willingness to share knowledge and best practices with team members.

Continuous Improvement:

• Dedication to continuously improving processes and procedures to enhance the customer service function.
• Openness to receiving feedback and adapting strategies accordingly.

Cultural Sensitivity:

• Awareness and respect for cultural differences to provide a positive customer experience to a diverse customer base.

• Banking knowledge
• Transit industry knowledge

Requires a high school diploma or equivalent with three to five years of experience or a two-year college degree with three years’ experience or a bachelor's degree in business management, or a related field (or equivalent work experience). Flexibility to adapt to changing business needs and customer expectations.

• Proven experience in customer service management or a similar role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Analytical mindset with the ability to use data to drive improvements.
• Exceptional conflict resolution and negotiation skills.

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

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Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

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The City of Charlotte is a drug and alcohol-free workplace.