Supervisor of Customer Service (two positions)

Pittsburgh Regional Transit is seeking a Supervisor of Customer Service to supervise the activities of the Customer Service/Relations staff; administration of the operation and training policies, procedures, and performance standards to the Customer Service/Relations staff; to resolve customer complaints and assist any other Supervisor of Customer Service, as needed for Port Authority of Allegheny County d/b/a Pittsburgh Regional Transit (PRT). Essential Functions: • Assigns work and supervises the daily activities of assigned Customer Service/Relations staff. Ensures day-to-day activities, in support of department goals, are completed in an efficient and cost-efficient manner within established policies and procedures. • Working knowledge of social media platforms such as Facebook, Twitter, Instagram etc.. • Adheres to budget limitations, assists in supervising programs within budgetary scope and performs related administrative duties such as assisting in composing monthly board reports. • Assists with ongoing monitoring of Customer Service information processes to ensure employees provide customers with accurate and timely information in the proper manner. Job requirements include: • High school diploma or GED. • Associate degree in marketing, communications, business or directly related field from an accredited college or university. • Minimum of (3) years of customer service experience within a call center environment or PRT customer service experience within the last five (5) concurrent years of the PRT call center. • Effective interpersonal skills, ability to handle emotionally charged situations and to handle a demanding workload. • Demonstrated ability to communicate internally and externally through effective written and/or verbal skills. • Demonstrated ability to lead, manage and complete projects and/or tasks that have been delegated within a group and/or team setting. • Demonstrated ability in the use of Windows, Microsoft Word and Excel. • Ability to work various shifts including weekends and holidays. • Excellent organizational skills. Preferred Attributes: • Extensive experience in a call center environment. • Experience in utilizing the Internet. • Extensive knowledge of PRT ’s various modes of transportation and services provided. We offer a comprehensive compensation and benefits package. Interested candidates should forward a cover letter (with salary requirements) and resume. EOE https://careers.portauthority.org