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Customer Service Supervisor

Customer Service Supervisor

Salary Range:
$41,915 to $67,064 per year

Close Date: Open until Filled

This is an at-will Tolling Operations Personnel (TOP) position. This position will be based at the Toll Operations Center in Otay Mesa; the work will primarily be performed during normal business hours and may involve evenings or weekends from time to time.

Application Instructions:
Details about the SANDAG Employment Application and Supplemental Questions required for this position can be found below.


Regional Tolling Operations

 

The Operations Department supports the agency’s vision to enhance and expand the region’s travel choices by providing more travel services and options for residents, and use innovative, technology-based solutions to better manage the transportation network. This strategic approach includes a network of regional tolling facilities - the existing South Bay Expressway and I-15 Managed Lanes as well as the planning of future tolling facilities in connection with the new border crossing, and additional express lanes throughout the San Diego region.

Located in our Otay Mesa office, the Customer Service and Account Management team provides support to South Bay Expressway toll road patrons and FasTrak account holders. Customer Service Representatives interact with customers over the phone, in person, and via email and mail, and provide assistance with a variety of account set-up and payment options as well as information about the toll road. The team also is responsible for identifying and contacting motorists who have toll amounts due, assembling and mailing FasTrak transponder kits, and assisting the Business Development team with community outreach.


Customer Service Supervisor Role

The Customer Service Supervisor is responsible for the day-to-day operations of a high-volume, inbound call center and coordinating the work of Customer Service Representatives (CSRs) who are engaged in telephone and in-person customer interactions, payment processing, mail distribution, inventory control, and related activities.

This is an at-will Tolling Operations Personnel (TOP) position. This position will be based at the Toll Operations Center in Otay Mesa; the work will primarily be performed during normal business hours and may involve evenings or weekends from time to time.


Job Responsibilities

This opportunity is ideal for a “hands-on” supervisor; someone who is familiar with a call center environment and can provide supervision and guidance for a team of customer service professionals. Examples of primary responsibilities include:

  • Coordinate the day-to-day activities of the call center; support the implementation of business practices that create a customer service-oriented work environment.
  • Directly supervise approximately 28 Customer Service team members; establish and clearly communicate performance expectations, including the policies and procedures necessary for effective call center operations; when appropriate or necessary, recommend and implement changes to procedures and operating practices.
  • Provide training and development opportunities to employees to increase their job-related skills and competencies; develop and coordinate training programs designed specifically for the customer service function.
  • Coordinate and participate in a broad range of customer service activities that include account establishment, account usage, and providing options to drivers for the payment of outstanding tolls and fees.
  • Develop staffing plans to ensure adequate staffing levels and service delivery objectives are met; prepare staff schedules based on work-volume projections.
  • Assist CSRs with resolving complex customer service situations; recommend actions to resolve customer concerns, issues, or problems; provide assistance to customers in escalated situations.
  • Assist with developing and implementing a ‘service-to-sales’ program designed to educate potential customers on the benefits of FasTrak and encourage account establishment.
  • Maintain systems that efficiently and effectively support administrative tolling functions related to customer service; ensure the maintenance of accurate files and records for toll violations; prepare and produce a variety of administrative reports.
  • Assist with the preparation of Requests for Proposals (RFPs) including scopes of work and project budgets; participate in the selection of consultants; monitor consultant performance and ensure projects are completed on schedule and within the prescribed budget; maintain contract files and prepare project status reports.
  • Participate in the organization of community outreach events designed to increase awareness and dissemination of FasTrak programs, services, and resources throughout the region; train CSRs to distribute information by attending events at local businesses.
  • Ensure staff understand and follow Customer Service Center policies and procedures; maintain documentation when necessary.
  • Maintain a superior level of customer service at all times; exercise discretion, tact, and diplomacy when handling sensitive, controversial, or difficult situations.
  • Provide technical and administrative assistance to the Customer Service Manager.


Experience and Qualifications

Numerous factors contribute to an individual’s ability to be successful in any given role. For this position, we are searching for a candidate with an aptitude for analytical thinking and problem solving who is responsible, organized, and demonstrate initiative. Excellent communication skills, the ability to work both independently and collaboratively when required, and the use of sound business judgment are important.

The minimum education, training, and experience qualifications include a high school diploma, or equivalent, and seven years of increasingly responsible experience in a customer service or call center environment, including two years of supervisory experience. Specialized training or college level course work in business or a related field is desirable.

The following information describes the specific types of career experiences that are most relevant to this position.

  • Experience leading a team of customer service professionals who provide high-volume, high-quality, customer service and account management, preferably in a call center environment; experience in a ‘service-to-sales’ environment is desirable.
  • Experience directly supervising and evaluating the work of customer service professionals; experience selecting, scheduling, training, evaluating, and motivating employees; experience building strong teams and establishing employee development programs.
  • Experience coordinating financial transactions, including the verification and processing of credit card transactions in accordance with Payment Card Industry rules and regulations.
  • Excellent customer service skills; demonstrated experience diffusing and resolving difficult or hostile situations; effective problem-solving; ability to maintain composure and a professional attitude when managing escalated situations.
  • Experience monitoring and evaluating work processes and procedures, making recommendations for business process improvements, and developing and implementing revised policies and procedures.
  • Familiarity with public outreach and public participation programs designed to engage and inform the community.
  • Experience assisting with the development of RFPs, scopes of work, budgets, and schedules, vendor selection, and contract management; demonstrated effective project management techniques.
  • Demonstrated ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of department goals.
  • Ability to prepare clear and concise correspondence and reports on a variety customer service activities, projects, and programs.
  • Capacity to establish, maintain, and foster cooperative and collaborative working relationships with those contacted in the course of work.
  • Computer software proficiency using various programs from the Microsoft Office Suite (in particular Word and Excel), customer relationship management systems, such as Salesforce, and other PC-based applications.
  • Proficiency with verbal and written Spanish language skills is desirable.
  • The selected candidate must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment.
  • The selected candidate can anticipate a driving record check upon hire, and approximately annually thereafter. The results of the check may determine whether the selected candidate will be permitted to drive for SANDAG business.


Salary and Benefits

SANDAG rewards the efforts of its employees with a comprehensive compensation package. Competitive salaries are supplemented with flexible offering of health, financial security, and time-off benefits to meet the work and life needs of employees and their families.

The Customer Service Supervisor position has an annual salary range of $41,915 to $67,064; the starting salary will depend on the qualifications and experience of the selected candidate.

Our benefits include traditional health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Retirement and financial security benefits are provided through a pension plan and deferred compensation program. To support the need to rest and rejuvenate, employees are provided with a bank of paid time off in addition to paid holidays.


How to Apply

We encourage all interested candidates to apply for this position by completing a SANDAG Employment Application form. Resumes, cover letters, and work samples may be submitted in addition to the Employment Application but are not a substitute for this document.

The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org. Completed applications and related materials can be submitted via email, fax, regular mail, courier, or delivered by hand. See our Careers / How to Apply webpage for additional information.

This position will remain open until filled. The first review of applications will begin on Friday, August 31, 2018.

In compliance with the Americans with Disabilities Act (ADA), SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment and selection process, including requesting this document and related application materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org.


Application Supplement

To help us further evaluate the skills and experience of individuals interested in this position, candidates are asked to respond to the Supplemental Questions below. The information can be up to 300 words per question and should be submitted with the Employment Application. This is considered a required component of the application; applications received without a response will be screened out of the selection process.

Supplemental Questions

  1. Describe your philosophy on supervision, and provide an overview of your experience mentoring, leading, or supervising a team of customer service professionals.
  2. Provide an example of a time when you helped to improve the efficiency of a business process or procedure. What steps did you take to analyze the inefficiency and make a recommendation?


Candidate Selection and Notification

All candidates will receive written confirmation that their application has been received. The hiring manager will begin reviewing and evaluating applications within a few days of the first review. Based on this evaluation, the best qualified candidates will be invited to continue in the selection process. All candidates will receive written notification as to the final outcome of their application.


Further Information

The SANDAG website contains a wealth of information about our various project and program areas. The Careers section of the site lists all of our current Job Openings as well as information on how to apply for positions and Frequently Asked Questions about our recruitment process.

In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.

SANDAG is an Equal Opportunity Employer


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Company
San Diego Association of Government (SANDAG)
Posted
09/18/2018
Type
Full time
Location
San Diego, CA 92101, US